Employment Type: Permanent, Full Time

S alary: £ 70,000 to £90,000 per annum, depending on experience

Security Clearance: Applicants must either hold current Security Check (SC) clearance or be eligible to obtain SC clearance. Candidates without existing clearance must be willing to complete the required security vetting process as a condition of appointment.

About the role

Shivom Consultancy is looking for an experienced Contact Centre Solution Architect to join our growing architecture practice.

You will provide architecture leadership for modern enterprise contact centre and customer interaction platforms, helping organisations deliver secure, resilient and effective customer services across voice and digital channels.

The role requires a strong understanding of modern Contact Centre as a Service platforms, customer interaction technologies, workforce management, knowledge management, reporting and analytics, together with the integration patterns required to connect contact centre services with wider enterprise applications and digital platforms.

You will work closely with enterprise architects, product teams, service owners, engineers, cyber security specialists, identity teams, data and analytics teams, operational stakeholders and technology suppliers.

This role will support major UK public sector and enterprise transformation programmes within Shivom’s client portfolio.

What you will be doing

You will:

• Lead solution architecture for enterprise contact centre and customer interaction services.
• Define current, target and transition architectures for contact centre platforms and supporting capabilities.
• Architect omnichannel customer interaction solutions spanning voice and digital channels.
• Develop solution visions, high level solution approaches and High Level Designs.
• Translate business, operational and customer service requirements into secure, scalable and maintainable technical solutions.
• Design integrations between contact centre platforms and enterprise applications, CRM systems, case management services, identity platforms, knowledge services and data platforms.
• Define architecture for voice routing, IVR, call flows, queues, digital interactions and agent services.
• Support workforce management, quality management and operational performance capabilities.
• Define approaches for knowledge management and agent assisted service delivery.
• Shape reporting, analytics and operational insight capabilities across customer interaction services.
• Assess architecture options and provide recommendations based on customer experience, technical, operational, commercial and security considerations.
• Define and assure non functional requirements including availability, resilience, performance, scalability, security, disaster recovery, observability and supportability.
• Develop technology roadmaps covering platform evolution, service consolidation, migration and lifecycle management.
• Identify opportunities to simplify and consolidate overlapping customer interaction technologies.
• Work with delivery and engineering teams throughout discovery, design, implementation and transition into live service.
• Review detailed technical designs and implementation approaches against agreed architecture.
• Identify architectural risks, dependencies and technical debt and recommend proportionate remediation.
• Prepare and present architecture decisions through technical governance and design authority forums.
• Support proofs of concept, technical feasibility exercises and product evaluations where appropriate.
• Contribute to architecture peer reviews and continuous improvement across Shivom’s architecture practice.

Essential experience and skills

We are looking for strong experience across most of the following:

• Significant experience as a Solution Architect, Technical Architect or Contact Centre Architect within complex enterprise environments.
• Strong architecture experience with modern enterprise contact centre platforms.
• Experience designing voice and digital customer interaction services.
• Strong understanding of omnichannel contact centre architecture.
• Experience with cloud based Contact Centre as a Service solutions.
• Good understanding of telephony, call routing, IVR and customer interaction flows.
• Experience integrating contact centre platforms with enterprise applications and digital services.
• Strong understanding of API based and event driven integration patterns.
• Experience of workforce management and operational contact centre capabilities.
• Experience of knowledge management and agent support technologies.
• Experience of contact centre reporting, analytics and performance insight.
• Strong understanding of security, identity and access considerations within customer interaction environments.
• Experience defining resilience, availability, performance and disaster recovery requirements for business critical services.
• Experience producing architecture artefacts including solution visions, HLDs, options assessments, architecture decisions, roadmaps and integration designs.
• Experience modernising or migrating Legacy contact centre technologies.
• Experience working with technical governance or architecture review processes.
• Experience working across multiple delivery teams and technology suppliers.
• Strong stakeholder management and communication skills.
• Ability to work with both technical teams and operational customer service stakeholders.
• Ability to challenge constructively and make pragmatic architecture decisions that balance customer experience, strategic direction, operational needs and delivery constraints.

Technology experience

You do not need deep expertise in every technology listed below.We are particularly interested in candidates with strong experience in one or more major enterprise contact centre platforms combined with broader architecture capability.Experience with technologies and capabilities such as the following would be beneficial:Contact centre platforms

• Genesys Cloud CX
• NICE CXone or other NICE contact centre products
• Amazon Connect
• Microsoft Dynamics 365 Contact Center
• Cisco contact centre technologies
• Other enterprise CCaaS platforms

Customer interaction

• Voice and telephony
• IVR and intelligent routing
• Automatic Call Distribution
• Queue and skills based routing
• Web chat
• Messaging
• Email
• Digital channels
• Callback services
• Customer authentication
• Call and interaction recording

Workforce and knowledge

• Workforce Management
• Workforce Engagement Management
• Quality Management
• Agent performance management
• Knowledge management platforms
• Agent desktop technologies
• Knowledge assisted customer service
• Platforms such as Shelf or equivalent

Integration and enterprise technology

• REST APIs
• API management
• Event driven architecture
• Azure integration services
• Microsoft Azure
• Microsoft Entra ID
• CRM and case management integration
• SaaS integration
• Identity and access management
• Data and analytics platforms
• Monitoring and observability platforms
• Infrastructure as Code
• GitHub and Azure DevOps

Customer experience and service architectureWe are looking for someone who understands that contact centre architecture is not simply a telephony problem.You should be able to consider the complete customer and agent experience, including:

• How customers move between channels.
• How identity and authentication are handled.
• How customer context follows an interaction.
• How agents access information and knowledge.
• How contact centre platforms integrate with business systems.
• How operational teams manage demand and workforce capacity.
• How interaction data supports performance and customer insight.
• How services remain available during platform or integration failures.
• How technologies can be simplified and consolidated over time.

Our architecture approachAt Shivom, we place strong emphasis on:

• Customer centred architecture
• Reuse of common platforms and enterprise capabilities
• Simplification and convergence
• Cloud first modernisation
• Secure by design architecture
• Resilience and operational readiness
• Open integration and APIs
• Data driven service improvement
• Technical governance
• Engineering aligned architecture
• Sustainable technology choices
• Effective collaboration across multiple suppliers and delivery teams

Our architects are expected to remain close to delivery while maintaining the wider enterprise perspective required to create sustainable solutions.Desirable experienceIt would be advantageous to have:

• Deep experience with Genesys Cloud CX .
• Experience with NICE contact centre or workforce management technologies.
• Experience with enterprise knowledge management platforms.
• Genesys, NICE, Microsoft, AWS or equivalent professional certifications.
• Experience delivering architecture within UK central government, healthcare, defence, policing or another regulated public sector environment.
• Experience supporting large scale or nationally significant customer service operations.
• Experience working within complex multi supplier environments.
• Experience migrating from Legacy on premises contact centre platforms to cloud based services.
• Experience consolidating multiple contact centre or telephony platforms.
• Experience integrating contact centre platforms with CRM, case management or digital service platforms.
• Experience introducing digital and self service channels.
• Experience with conversational AI, virtual agents or agent assist technologies.
• Experience with speech and interaction analytics.
• Experience delivering services handling sensitive or regulated information.
• Existing SC security clearance.
• TOGAF or equivalent architecture certification.

Professional certifications are desirable rather than mandatory where equivalent practical experience can be demonstrated.What success looks like in this roleYou will be successful when you can:

• Understand complex customer service and contact centre environments quickly.
• Establish a clear architecture direction for modern customer interaction services.
• Balance customer experience with operational, technical and commercial considerations.
• Design services that remain resilient during failures and periods of high demand.
• Integrate contact centre capabilities cleanly with wider enterprise platforms.
• Identify opportunities to simplify fragmented contact centre technology.
• Produce architecture that engineering and implementation teams can practically deliver.
• Work effectively with both technology teams and customer service operations.
• Make clear recommendations when faced with competing platform and architecture options.
• Influence suppliers and delivery teams without becoming a delivery bottleneck.
• Improve security, resilience, observability and operability as part of the architecture.
• Build trusted relationships with senior stakeholders, operational teams and fellow architects.

Security requirementsApplicants must either hold current Security Check (SC) clearance or be eligible to obtain SC clearance .Candidates who do not currently hold SC clearance must be willing to complete the required security vetting process as a condition of appointment.The successful candidate will be expected to work in accordance with applicable client and government security policies when undertaking assignments involving sensitive information or systems.Working arrangementsThis is a UK based hybrid role.You should be comfortable working remotely while also attending Shivom offices, client locations and other UK sites where collaboration, delivery activities or security requirements make in person attendance appropriate.The frequency of on site attendance may vary depending on the nature and stage of individual assignments.BenefitsAt Shivom, we want our people to build long term careers while working on meaningful and technically challenging programmes.

Our benefits package includes:

• Private medical insurance
• Critical illness cover
• Employer pension contribution
• Generous annual leave entitlement plus UK bank holidays
• Hybrid and flexible working arrangements, subject to client requirements
• Support for professional certifications and technical training
• Continuous professional development opportunities
• Access to architecture, cloud, security, data and engineering learning opportunities
• Support for maintaining and progressing professional and security clearances
• Career progression within Shivom’s architecture and technology leadership practice
• Opportunities to work on major UK public sector and enterprise transformation programmes
• Regular knowledge sharing, technical forums and architecture communities of practice
• Employee wellbeing support
• Company sponsored social and team events
• Employee referral opportunities
• Recognition and performance related reward opportunities

About Shivom Consultancy

Shivom Consultancy is a UK based technology consultancy specialising in architecture, cloud, data, security, software engineering and digital transformation.We work with organisations delivering complex and business critical technology services, helping them modernise Legacy estates, adopt cloud and digital platforms, strengthen cyber security and develop resilient, scalable technology capabilities.Our architecture practice focuses on practical architecture that connects strategy with engineering. We believe architects should remain close to delivery, understand the operational impact of their decisions and help teams build sustainable technology rather than simply produce documentation.You will join a growing architecture community with opportunities to work across customer experience, cloud, data, integration, identity, security, platforms and digital services.

Why join Shivom?

You will have the opportunity to shape modern customer interaction services while developing your career within a growing architecture practice.We combine the variety and technical challenge of consultancy with the opportunity to build longer term relationships with clients and delivery teams, influence architecture direction and see solutions progress from early design through implementation and live service.

Equal opportunities

Shivom Consultancy is committed to creating an inclusive and supportive working environment.We welcome applications from suitably qualified candidates regardless of age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex or sexual orientation.We will make reasonable adjustments throughout the recruitment process where required.