3 days ago
London, United KingdomSenior
Responsibilities
- Lead pre-sales collaboration with sales teams and customers to understand requirements and service goals.
- Design tailored, scalable, secure, and high-performing CCaaS solutions aligned with enterprise architecture frameworks.
- Own technical responses for RFPs, RFIs, and bids, including solution design, assumptions, and commercial inputs.
- Conduct architectural assessments and define roadmaps, business cases, and transformation strategies.
- Lead client demonstrations, proofs of concept, executive presentations, and NiCE CXone storytelling.
- Design NiCE CXone solutions across voice, digital channels, WEM, analytics, AI, automation, WFM, quality management, and interaction analytics.
- Architect AI-enabled customer service using NiCE and Cognigy capabilities, including agent assist, conversational AI, and agentic AI.
- Define CXone routing, IVR, and omnichannel engagement designs and mentor consultants, engineers, and developers.
- Perform risk assessments and design solutions meeting data protection and regulatory requirements.
- Apply network architecture and telephony protocol expertise, collaborating with network teams to resolve connectivity challenges.
- Plan and execute CCaaS migrations and implementations while managing timelines, resources, delivery coordination, and technical issue resolution.
Requirements
- Proven experience as a Solution Architect or similar CCaaS-focused technical and business role.
- Proven NiCE CXone architecture and pre-sales experience covering routing, IVR, omnichannel engagement, WFM, quality management, interaction analytics, AI, automation, and customer journey design.
- Experience leading large-scale cloud contact centre transformations valued at £1m–£50m+ and participating in bids and pursuits with strong commercial awareness.
- Ability to present to CIO, COO, and Customer Service Director audiences and bridge business, operations, and technology stakeholders.
- Hands-on NiCE CXone expertise is mandatory, along with experience using at least two other major CCaaS vendors.
- NiCE Partner Certified Presales Professional certification is mandatory.
- NCAE Associate (Cognigy) and NCIE Omnichannel Routing certifications are preferred.
- Certifications in cloud-native architecture, enterprise systems integration, or DevOps methodologies are highly desirable.
- Strong understanding of network architecture and SIP, VoIP, and WebRTC is required.
- Must obtain UK Security Check (SC) clearance and have resided continuously in the United Kingdom for the last five years, subject to additional eligibility criteria.
Benefits
- Inclusive workplace with disability-confident recruitment practices and an interview commitment for qualifying candidates who declare a disability.
- Core and flexible benefits plus access to the Applaud peer recognition portal.
- Training and development opportunities including thinktanks, hackathons, 250,000 courses, and external certifications.
- Access to learning resources and certifications from AWS, Microsoft, Harvard ManageMentor, and cybersecurity programmes.
Tech Stack
Categories
Solutions Engineering
About Capgemini
Capgemini is a global IT services and consulting firm that delivers strategy, cloud, AI, software engineering, and managed services to large enterprises and public-sector clients. Founded in 1967 and headquartered in Paris, it is publicly traded on Euronext Paris and operates in 50+ countries. The group expanded its engineering capabilities by acquiring Altran in 2020, now operating as Capgemini Engineering.