Solution Architect - CCaaS Platform Transformation

Solution Architect - CCaaS Platform Transformation

Location: Flexible / remote-first, with travel to Kuwait for on-site delivery when required
Contract Type: Contract

Remote Status: Remote

Duration (Months): 6

• Lead the technical architecture for an enterprise-scale CCaaS transformation
• Shape the future of customer experience for a major contact centre operation
• Work with cutting-edge cloud platforms and AI-driven customer solutions
• Travel and accommodation covered for client-site delivery
• Join a specialist consultancy delivering high-impact transformations

Company Overview

Our client is a specialist management consultancy focused on delivering large-scale contact centre and customer experience transformations for enterprise clients. They work with organisations to modernise their customer service operations through strategic technology implementation and operational excellence. The consultancy values merit-based hiring and welcomes applications from all qualified candidates, creating an inclusive environment where expertise and capability drive success. Their delivery model combines deep technical expertise with a practical, results-focused approach to help clients achieve measurable improvements in customer experience and operational efficiency.

They are currently seeking an experienced Solution Architect to lead the technical design and delivery of a major CCaaS transformation programme. This is an opportunity to own the end-to-end architecture for a complex, enterprise-scale implementation and provide senior technical leadership throughout the full project lifecycle.

Position Overview

As Solution Architect, you will own the complete technical architecture for a cloud contact centre platform transformation. This role sits at the heart of a large-scale programme, where you'll define the technical blueprint, lead integration design across multiple systems, and provide governance throughout build and deployment. You'll work directly with client stakeholders, guiding technical decisions and ensuring the solution meets both current requirements and future scalability needs. Your expertise will shape how the organisation delivers customer service across voice, digital and AI-enabled channels.

Responsibilities

• Own end-to-end solution architecture for the target CCaaS platform
• Produce comprehensive technical blueprints and design documentation
• Support client-led RFP processes by defining technical requirements and evaluation criteria
• Design integration architecture across CRM, source systems, middleware and APIs
• Lead technical governance covering architectural decisions, standards and design authority
• Manage technical risk identification and mitigation throughout the programme
• Provide technical assurance through testing phases and go-live readiness activities
• Act as senior technical adviser to client stakeholders and project leadership

Requirements

• Proven experience as Solution Architect on enterprise cloud contact centre implementations
• Strong hands-on architecture experience with leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr or Avaya
• Deep integration architecture background covering CRM integration, REST and SOAP APIs, middleware and event-driven patterns
• Experience producing technical blueprints and design authority artefacts
• Expertise across omnichannel estate including voice, IVR, digital channels, routing, AI/bots, workforce management and analytics
• Track record of technical governance on gated, structured programmes
• Excellent client-facing communication skills with ability to explain complex technical concepts clearly
• Desirable: Relevant platform or architecture certifications such as TOGAF, consulting delivery background, exposure to AI-led customer experience, familiarity with contact centre operating models, Arabic language ability

Benefits

• Travel and accommodation covered for client-site work in line with company policy
• Flexible, remote-first working arrangements with on-site delivery when required
• Opportunity to lead a high-profile, enterprise-scale transformation programme
• Work with cutting-edge CCaaS platforms and emerging AI technologies

You'll work within a merit-based consultancy environment that values technical excellence and practical delivery. The role offers genuine ownership over technical architecture and the opportunity to shape a major customer experience transformation from design through to go-live.

How to Apply

To apply for this role please submit your CV using the form below or email info@blvdr.pl