CCaaS CoE Solution Architect

About the job you’re considering
The CCaaS Solution Architect will be responsible for leading pre-sales activities, creating technical solutions, and managing the design and implementation of CCaaS solutions for our clients. You will work directly with both public and private sector customers to understand their specific business needs and ensure that the proposed solutions meet their customer experience and operational requirements. The role requires expertise across various CCaaS technologies, including telephony, integration, data security, and operational service systems, as well as a deep understanding of the strengths and weaknesses of different CCaaS cloud vendors. NiCE CXone is the primary platform for this role: you will be the technical authority on CXone across voice, digital channels, workforce engagement management (WEM), analytics, and AI and automation, supporting clients from pre-sales through implementation and operational handover.
Your role
Pre-Sales Leadership
•Collaborate with sales teams and customers to understand their business requirements, technical needs, and service goals.
•Design tailored CCaaS solutions to address customer challenges and enhance customer experiences.
•Own the technical solution response 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 and executive presentations, including NiCE CXone demonstrations and storytelling.
Solution Architecture
•Oversee technical validation to confirm the feasibility and alignment of solutions with customer objectives.
•Design end-to-end CCaaS solutions to ensure scalability, security, and performance. Also, to ensure solutions align with enterprise architecture frameworks, leveraging reusable patterns and future-proof designs.
NiCE CXone Solution Design
•Design end-to-end NiCE CXone solutions across voice, digital channels, workforce engagement management (WEM), analytics, and AI and automation. Also design CXone WFM, quality management and interaction analytics solutions that support performance improvement and measurable CX outcomes.
•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 aligned to customer journeys ,operational requirements; implementation standards and best practices for CXone, and mentor consultants, engineers and developers in applying them.
Vendor Agnostic Expertise
•Demonstrate expert-level knowledge of NiCE CXone (mandatory) alongside working experience of at least two other major CCaaS vendors (e.g., Genesys Cloud, Amazon Connect, Five9, Content Guru, Odigo, Twilio Flex and awareness of the broader CCaaS ecosystem including vendors providing capabilities such as call recording, call assurance, natural language IVR, translation services, transcription, centralised management, audit and related CCaaS AI capabilities.
Customer Experience Strategy
•Collaborate with customers to define their customer experience (CX) strategy.
•Optimise omnichannel support, workforce management, and real-time analytics for enhanced service deliver and identify opportunities to incorporate AI-driven automation and predictive analytics to improve CX outcomes.
Integration & Data Security
•Perform risk assessments to identify and mitigate potential data security or regulatory compliance issues.
•Design solutions that adhere to data protection regulations such as GDPR, PCI-DSS or ISO 27001.
Network Architecture & Telephony Protocols
•Apply a strong understanding of network architecture to design and optimise CCaaS implementation
•Ensure solutions leverage appropriate telephony protocols such as SIP, VoIP, and WebRTC for seamless communication and also collaborate with network teams to resolve connectivity challenges and ensure robust performance.
Migration & Delivery Management
•Plan and execute CCaaS migration and implementation projects, managing timelines and resources to meet customer expectations.
•Collaborate with delivery teams and project managers to ensure timely, within-scope project completion. Also lead resolution of complex technical challenges during migration and delivery phases, ensuring minimal disruption and optimal performance.
You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone
Your skills and experience
•Proven experience as a Solution Architect or similar role combining technical and business expertise, specialising in CCaaS technologies.
•Proven experience in NiCE CXone architecture and pre-sales, with a deep understanding of routing, IVR, omnichannel engagement, WFM, quality management, interaction analytics, AI and automation, and customer journey design.
•Experience leading large-scale cloud contact centre transformations (£1m–£50m+ programmes), with bid and pursuit experience and strong commercial awareness.
•Comfortable presenting to CIO, COO and Customer Service Director audiences, bridging business, operations and technology stakeholders. Also, Hands-on expertise with NiCE CXone (mandatory) and at least two other CCaaS vendors, such as Genesys Cloud, Amazon Connect, GECX, Microsoft Contact Centre, Content Guru, or Twilio Flex.
•Certifications in cloud-native architecture, enterprise systems integration, or DevOps methodologies are highly desirable.
NiCE Certifications
Mandatory
•NiCE Partner Certified Presales Professional
Preferred
•NCAE Associate (Cognigy)
•NCIE Omnichannel Routing
We are a Disability Confident Employee
Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme.
As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
- Declare they have a disability, and Meet the minimum essential criteria for the role.
Please opt in during the application process
Your security clearance
To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.
Make it real – what does it mean for you?
We realise a Total Reward package should be more than just compensation. At Capgemini we offer range of core and flexible benefits and have a Peer Recognition Portal called Applaud.
You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.
Why you should consider Capgemini
Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your fu