{"id":3096369,"url":"https://alion.io/job/capgemini-ccaas-coe-solution-architect","title":"CCaaS CoE Solution Architect","company":{"id":145,"name":"Capgemini","domain":"capgemini.com","url":"https://alion.io/company/capgemini","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":80,"open_postings":1798,"ghost_share":0.001,"stale_share":0.784,"repost_share":0.008,"time_to_fill_p50_days":28,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Solutions","role_family":"Solutions","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":83000,"max_usd":146000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":47},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"GDPR","optional":false},{"name":"ISO 27001","optional":false},{"name":"PCI DSS","optional":false},{"name":"Twilio","optional":false},{"name":"WebRTC","optional":false},{"name":"AWS","optional":true}],"status":"live","first_seen_at":"2026-10-22T14:35:51Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-23T14:16:33Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About the job you’re considering\nThe 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.\nYour role\nPre-Sales Leadership\nCollaborate with sales teams and customers to understand their business requirements, technical needs, and service goals.\nDesign tailored CCaaS solutions to address customer challenges and enhance customer experiences.\nOwn the technical solution response for RFPs, RFIs and bids, including solution design, assumptions and commercial inputs.\nConduct architectural assessments and define roadmaps, business cases and transformation strategies.\nLead client demonstrations, proofs of concept and executive presentations, including NiCE CXone demonstrations and storytelling.\nSolution Architecture\nOversee technical validation to confirm the feasibility and alignment of solutions with customer objectives.\nDesign 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.\nNiCE CXone Solution Design\nDesign 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.\nArchitect AI-enabled customer service using NiCE and Cognigy capabilities, including agent assist, conversational AI and agentic AI.\nDefine 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.\nVendor Agnostic Expertise\nDemonstrate 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.\nIntegration & Data Security\nPerform risk assessments to identify and mitigate potential data security or regulatory compliance issues.\nDesign solutions that adhere to data protection regulations such as GDPR, PCI-DSS or ISO 27001.\nNetwork Architecture & Telephony Protocols\nApply a strong understanding of network architecture to design and optimise CCaaS implementation\nEnsure 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.\nMigration & Delivery Management\nPlan and execute CCaaS migration and implementation projects, managing timelines and resources to meet customer expectations.\nCollaborate 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.\nYou 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\nYour skills and experience\nProven experience as a Solution Architect or similar role combining technical and business expertise, specialising in CCaaS technologies.\nProven 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.\nExperience leading large-scale cloud contact centre transformations (£1m-£50m+ programmes), with bid and pursuit experience and strong commercial awareness.\nComfortable 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.\nCertifications in cloud-native architecture, enterprise systems integration, or DevOps methodologies are highly desirable.\nNiCE Certifications\nMandatory\nNiCE Partner Certified Presales Professional\nPreferred\nNCAE Associate (Cognigy)\nNCIE Omnichannel Routing\nWe are a Disability Confident Employee\nCapgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme.\nAs part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:\n- Declare they have a disability, and Meet the minimum essential criteria for the role.\nPlease opt in during the application process\nYour security clearance\nTo be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.\nTo 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.\nThroughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.\nSome posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.\nMake it real - what does it mean for you?\nWe 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.\nYou 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.\nYou’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.\nWhy you should consider Capgemini\nGrowing 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 future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.\nAbout Capgemini\nCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. 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