About the role:
As Solution Architect for Contact Centre, you will own the definition of the solutions for our Thames Water Telephony & Voice estate. This is underpinned by our multi-channel Contact Platform based around AWS Connect.
The SA provides Governance & Leadership within Product Development teams, Solution Definition & Configuration. Additionally, you will provide support to our Problem Management teams in resolution of Incidents.
You will be the expert for the services required in our Contact Centre Platform, the environment and underlying systems. As part of this, you will create understanding and expertise in the exploitation of features within the Contact Centre environment to the business & technical teams.
Key Accountabilities:
- Working with Contact Centre / Voice Programmes and DevOps Teams to provide solutions in line with the available technology and architectural vision
- Work with Platform Architects and Enterprise Architects in understanding and feedback into the architectural vision for Thames
- Work with Third Party and In-House roles to document solutions
- Review solution documents from Third Parties and other in-house architects as well as generating solution documentation on the project by project basis
- Input into challenges into the projects and DevOps teams, which include risks, issues, resources, time, and scope.
- Work with project managers and product owners to monitor progress
- Work with DevOps teams to highlight challenges and opportunities in the backlog, including any gaps or work items that would provide business benefit
- Work with Developers to build out solutions within the AWS Platform
- Keep updated on current technology within the AWS platform, and provide insight into ways this technology could be used to enhance the solution
- Work without IT and Business stakeholders to ensure there is an understanding of the solution to support governance
As Solution Architect, you will have strong experience in Configuration and Development of AWS Connect as the primary solution, but also a strong awareness of Voice Connectivity, Integration, CRM (SAP Cloud for Service, SalesForce Service Cloud) plus experience in a Multi-Channel environment at least 5 years.
To be successful you will have the following skills and experience:
- Extensive practical IT architecture experience in Contact Centre technologies
- CRM – experience in connecting to CRM platforms – specifically SAP and/or SalesForce
- Significant experience as a Technical, Product, Solution Architect or Design Authority
- Strong knowledge of architecture methodologies, principles and frameworks.
- Solution Architecture Design
- Practical experience of Contact Centre technology implementation – specifically AWS Connect
- Strong interpersonal skills and is fully experienced in dealing with stakeholders. Proficient and effective communicator.
- Preferred previous experience within the utility industry or large, complex enterprises
- Experience of Agile IT delivery approaches
- Ability to explain complex problems in a simple and effective manner
- AWS Connect, at least one implementation
- Experience in working with 3rd party delivery partners
What’s in it for you?
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with the length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering everyone two days paid volunteer to leave a year, as well as proudly supporting a lot of local events and charities.
Click here to find out more about working at Thames Water
About Us
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.