UC Principle Architect in City of London, London

UC Principle Architect

Full Time

Permanent

Hybrid Waterloo, London (1 day per week in office)

£110-125K basic + benefits

Are you an experienced UC Principle Architect looking for a new challenge?

Do you have a strong background in UC solutions architecture or practice leadership with VOIP, SIP, and related protocols utilising session border controllers (SBCs) from brands such as Cisco, Ribbon, AudioCodes, Avaya and CRM systems along with Genesys Pure Cloud or AI integration experience in a contact centre environment?

Here at ARM we are recruiting for a full time permanent UC Principle Architect for a global IT services and consultancy client of ours.

Our client:

They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Overview:

Our customer is at the forefront of delivering transformative customer experience solutions. They specialize in designing and implementing advanced contact center and unified communications environments that enhance end customer interactions and operational efficiency.

They are seeking a dynamic Practice Lead / Principal Architect with deep expertise in contact centers, and unified communications. The ideal candidate will be responsible for leading the architectural design, strategy, and implementation of innovative solutions that drive business value and improve customer engagement

Responsibilities-

• Lead the design and implementation of robust contact center and unified communications solutions using NICE CX One and Genesys Pure Cloud.
• Develop and maintain architectural blueprints, ensuring alignment with organizational goals and industry best practices.
• Collaborate with executive leadership and stakeholders to define the technology strategy and roadmap for contact centers and unified communications.
• Guide the technical team in the integration of VOIP, SIP, and session border controllers (SBCs) to enhance communication capabilities.
• Manage the configuration and optimization of SBCs from leading brands such as Cisco, Ribbon, AudioCodes, and Avaya.
• Oversee CRM integrations (e.g., Salesforce, ServiceNow, SAP) to ensure seamless data flow and customer experience.
• Foster a culture of innovation by staying abreast of emerging technologies and trends in the contact center and unified communications space.
• Mentor and develop team members, providing leadership and guidance on technical best practices and solution delivery.
• Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

Qualifications-

• Minimum of 8yrs of experience in solutions architecture or practice leadership within contact center and unified communications environments.
• Proven expertise in contact centre technologies of leading brands and familiarity with Genesys Pure Cloud or similar platforms.
• Strong understanding of VOIP, SIP, and related protocols.
• Experience with session border controllers (SBCs) from brands such as Cisco, Ribbon, AudioCodes, and Avaya.
• Solid knowledge of workforce management tools and AI technologies to enhance customer interactions.
• Experience in managing CRM systems and ensuring seamless integration within contact center solutions.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Strong problem-solving skills and a proactive approach to addressing challenges.

Some of the benefits include:

• Healthcare and dental insurance
• Company pension is matched up to 5%
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
• Life assurance - 4 x annual salary
• Cycle to work scheme
• Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses