Enterprise Architect - Contact Centre & Customer Engagement
We are seeking an experienced Enterprise Architect to lead the design and optimisation of our contact centre and customer engagement platforms. This role is critical in shaping the customer experience throughout the lifecycle of a loan, ensuring seamless, personalised, and efficient interactions across all customer touchpoints.
Key Responsibilities - Define and drive the enterprise architecture strategy for contact centre technologies, ensuring alignment with business objectives and customer engagement goals
- Design and implement scalable, integrated solutions that enhance customer interactions across multiple channels, including voice, chat, email, and self-service
- Collaborate with stakeholders across technology, operations, and customer service teams to develop a roadmap for modernising customer engagement platforms
- Assess and select appropriate technology solutions, ensuring interoperability with existing systems and future scalability
- Ensure compliance with regulatory requirements and industry best practices for data security, privacy, and risk management
- Act as a trusted advisor to senior leadership, providing insights on emerging trends and technologies in contact centre and customer engagement domains
About You - Proven experience as an Enterprise Architect with a strong focus on contact centre and customer engagement technologies
- Deep understanding of contact centre platforms (e.g., Genesys, Avaya, NICE, Amazon Connect) and customer relationship management (CRM) systems
- Experience in designing omnichannel customer engagement strategies, including AI-driven chatbots, self-service, and automation
- Strong knowledge of integration patterns, cloud-based architectures (AWS/Azure), and API-driven solutions
- Ability to influence and communicate complex architectural concepts to both technical and non-technical stakeholders
- Experience working within financial services or consumer lending environments is highly desirable
Nice to Have - Experience implementing Artificial Intelligence or Robotic Process Automation (RPA) solutions in customer service environments
- Knowledge of workflow automation tools (e.g., UiPath, Blue Prism, Automation Anywhere)
- Experience with machine learning models for customer sentiment analysis, predictive routing, or next-best-action recommendations
- Certification in major cloud platforms or enterprise architecture frameworks (TOGAF, Zachman)
- Experience with real-time analytics and customer journey orchestration
Why Join Us? - Play a key role in shaping the future of customer engagement within a growing organisation
- Work with cutting-edge technologies and drive innovation in the contact centre space
- Collaborative and dynamic work environment with opportunities for professional growth
