Match score not available

Solution Architect

extra holidays - fully flexible

Remote:

Hybrid

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

London (GB)

Offer summary

Qualifications:

5+ years of experience with CX/CCaaS solutions, Strong technical skills in Genesys Cloud APIs, Min. 5 years of technical solution design experience, Knowledge of the contact centre industry, Genesys Cloud Developer certification is desirable.

Key responsabilities:

Serve as a technical leader in customer engagements
Design and deliver innovative contact centre solutions
Create technical documentation and architecture diagrams
Assist in RFP responses and product demonstrations
Collaborate with cross-functional teams for solution delivery

Kerv Digital Information Technology & Services SME https://kerv.com/

201 - 500 Employees

See more Kerv Digital offers

Job description

About Us:

Launched in July 2020, the Kerv Group is a next-generation ‘customer-first, cloud first’ provider, created to help customers achieve successful business outcomes in a new digital era. Kerv currently consists of seven specialised practices, enabling us to offer our customer bases an end-to-end service under one brand. With now over 550 employees we are expecting the growth and exciting transformation of Kerv to continue.

This role is aligned to the Kerv Experience practice which specialises in CX and Contact Centre as a Service. Kerv is a long standing and leading EMEA Genesys partner, focussed on selling, deploying & supporting their Genesys Cloud CX platform. Kerv Experience has won many awards over the years and is the current Genesys EMEA New Logo Partner of the Year.

About the Role:

The Solution Architect role is a key position within our organisation, responsible for driving customer success by leveraging the power of Genesys Cloud CX.

As a Genesys Cloud Solution Architect, you will play a critical role in bridging the gap between customer business needs and technical solutions. You will collaborate closely with Solution Consultants, CX Consultants, Customer Success Managers, Professional Services and development teams to design and deliver innovative contact centre solutions that meet the unique requirements of our customers.

Technical expertise in Genesys Cloud APIs and architecture best practice will be essential to ensure the seamless integration of Genesys Cloud with various customer environments. You will be required to create high-quality architecture diagrams and technical documentation. You will also be expected to plan and lead workshops to gather technical requirements and to run collaborative design sessions. You may be required to take on the role of Technical Design Authority for complex projects, ensuring that the solution implemented is true to the agreed design, advising on the impact of customer change requests and managing mid-project architecture amendments.

In addition to your architectural responsibilities, this role will have a cross-over with Solution Consulting functions, where you may be called upon to assist in product demonstrations, contribute to RFP responses and assist with customer success tasks.

Since this role is primarily sales-focused, you will be part of the sales team and report to the Principal Solution Consultant.

Across Kerv Group, we have various Kerv practices selling value-added services, you will be expected to collaborate with other practices to understand how their offering assists the customer with their requirements and encourages cross sales across the group.

Your Part to Play:

As a Solution Architect, you will be at the forefront of designing technical solutions that address the unique needs of our customers, ensuring that each Genesys Cloud implementation is robust, scalable, and aligned with the customer’s business objectives. You will take ownership of the technical aspects of each project, providing detailed guidance and expertise on solution design, architecture, and integration.

In this role, you will:

Serve as the technical leader in customer engagements, translating business needs into actionable solutions that leverage Genesys Cloud’s full capabilities.

Be the go-to expert on Genesys Cloud APIs and integrations, helping customers customize their contact centre solutions for optimal performance.

Work closely with cross-functional teams, including Solution Consultants, Customer Success Professional Services and development teams to ensure that technical solutions are designed and delivered to exceed expectations.

Provide hands-on support for product demonstrations, helping illustrate the technical capabilities and value of Genesys Cloud to prospective customers.

Assist in completing RFPs, contributing technical knowledge to help position the Genesys Cloud platform as the ideal solution for the customer.

Develop and maintain detailed technical documentation that supports both customers and internal teams, ensuring clarity and alignment throughout the project lifecycle.

Participate in post-sale customer discovery workshops to ensure consistency design and continuity of relationship

As a Solution Architect, you will be instrumental in ensuring the successful deployment of Genesys Cloud solutions, delivering value both internally and to customers by combining technical expertise with strong communication and leadership skills. Your role will be critical in guiding the customer’s journey from concept to realization, ensuring the right technical foundation is in place for long-term success.

Requirements:

Must have 5+ years of experience working with CX / CCaaS solutions.

Strong technical skills are required

Be able to clearly present complex use cases to both internal and external audiences.

Strong presentation skills.

Must have excellent communication skills and the ability the communicate with different customer personas (IT, Contact Centre Managers, CX Directors, heads of departments and C-Level).

The ability to work in a fast-paced environment.

Must be a self-motivated individual.

Min. 5 years of technical solution design experience and a comprehensive understanding of the contact centre industry.

Have the ability to provide low level solution designs for both customers and internal teams.

Must have strong knowledge of the Genesys Cloud API’s

Having a Genesys Cloud Developer certification is desirable

Must be able to work as a team.

Must have a strong ability to complete technical written documents including Statement of Works and Low Level Design documents.

Skills to assist the sales team with written responses to tenders/ RFPs.

Extensive Knowledge of Genesys Cloud CX.

Kerv Values

Team is everything

Think Customer-first

Build Future

Spread good vibes

Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing.

We recognise that great candidates may come with a range of experiences and skills that aren’t always captured in traditional job descriptions.

We believe in fostering diversity of thought and background, and we welcome applications from everyone, regardless of race, gender, identity, or background.

Your unique perspective, skills, and experiences could make you a great fit, even if you don’t check every box.

If you’re excited about this opportunity and believe you have the skills to contribute, we’d love to hear from you.