4 days ago
London, United KingdomSenior
Responsibilities
- Own the contact centre technology and architecture workstream and define a high-level target solution architecture.
- Assess existing telephony, CCaaS, CRM, case management, IVR, routing, and knowledge-management artefacts.
- Define architecture principles, capability boundaries, integration patterns, architecture decisions, dependencies, controls, and nonfunctional requirements.
- Translate customer journeys, SME needs, and operating-model requirements into functional and nonfunctional requirements.
- Shape build, configure, and buy options; support weighted evaluation scoring, vendor shortlisting, and recommendations.
- Identify dependencies across APIs, data flows, identity, authentication, cyber resilience, and service management.
- Facilitate architecture and design-authority reviews and support technology-direction decision gates.
- Produce the target solution architecture, architecture decision record, options assessment, roadmap inputs, and related programme deliverables.
Requirements
- Proven solution architecture experience for enterprise contact centres in regulated financial services.
- Strong knowledge of CCaaS, telephony, IVR, routing, CRM, case management, knowledge management, workforce, and quality capabilities.
- Experience with API integration architecture, data flows, identity, security, resilience, and nonfunctional requirements.
- Ability to connect customer journeys and operating-model needs to architecture and platform decisions.
- Experience producing high-level target architectures and technology-options assessments rather than only low-level designs.
- Desirable merchant payments or acquiring-servicing experience.
- Desirable exposure to AI-enabled agent assist, self-service, conversational channels, and responsible AI controls.
- Desirable experience evaluating major CCaaS and CRM ecosystems and vendor roadmaps.
Benefits
- Hybrid working across company offices, client sites, and home, with no option to work from home 100% of the time.
- Wellbeing support including Mental Health Champions and access to Thrive and Peppy wellbeing apps.
- 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.
- Inclusive recruitment support through Capgemini’s Disability Confident Employer Level 2 commitment.
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.