Customer Delivery - Solution Architect (CCaaS)

  • Location:
    Reading, United Kingdom
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
    Webex (Collaboration)
  • Job Id

What You’ll Do

As a Contact Center as a Service (CCaaS) specialist you will engineer and design the most sophisticated Contact Center applications imaginable. You are the SME who understands operational impacts of technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business.

You will manage project initiatives, address digital transformation goals and business priorities for the bank. Work directly with the various business units within the bank and the managed services team so working with people should be second nature. It is imperative that you have an inquisitive mind to deploy robust Contact Center solutions. You will also role up your sleeves often so be prepared to dive headfirst into the configuration of the solution. Work autonomously as well as with a team of engineers, sales teams and third-party vendors.


Who You'll Work With

Our team is comprised of engineers across Cisco technologies, most with one or multiple CCIE certifications. These team members design, architect and support work on critical Bank-owned networks with cutting edge Cisco tools and solutions. Positive relationship building and communication skills are traits of successful consultants in this organization. We have a very solid focus on continuous development and training into new technologies platforms. As a part of this team, you will work directly with our customers and gain hands on experience and exposure into their networks to collaborate on a variety of high-profile projects.

Who You Are

  • You will have 10+ years of experience as a voice engineer supporting Cisco Collaboration technologies and should have a deep understanding of Cisco's Collaboration solution portfolio and have significant expertise with Voice network solutions.
  • Minimum 5 years’ experience in customer-facing professional services, consultancy, or delivery roles, with IVR and contact center technologies.
  • Expert level (CCIE)® knowledge in one (1) platform area specific knowledge to customer space and two (2) solid understanding in two or more key areas of Collaboration: Cisco Unified Communications Manager (CUCM), Cisco Unified Communication Manager – Cloud (UCM-C), Cisco Unity Connection (CUC), Cisco Unified Border Element (CUBE),
  • Cisco Meeting Server (CMS), Unified Contact Center Enterprise (UCCE), Webex Contact Center Enterprise (WCCE), Business Video (BV), Webex Cloud
  • The glue between customer and the managed service team to provide Contact Center as a Service (CCaS), articulating customer requirements and working with the managed service team to deliver customer’s business outcomes and service levels
  • Demonstrate and contributes to Virtual Teams and creates new ideas and approaches to solve specific customer or delivery problems.
  • Shares knowledge with customer related to solving problems (teach how to fish).
  • Acts as a focal point for most complex network problem resolution.
  • Providing architectural design expertise to account team, business entities and partners that support the company’s objectives in a fast-paced and dynamic market.
  • Help customer/partner craft innovative architectural solutions that drive strategic customer business objectives. Deliver demonstrations and technical proof of concepts for customer to show the value of the Cisco Collaboration portfolio
  • Extensive experience leading Enterprise strategy and transformation of complex voice and video networks for large-scale global banking corporation.
  • Be able to demonstrate your ability to lead or guide teams made up of Cisco, Customer and Partner members in the analysis and troubleshooting of complex network issues.
  • Experienced with implementing Cisco collaboration solutions
  • Own IT service enhancements and design & lead change implementations
  • Work with Service Desk, Service Design, Applications, Security and other teams to identify and resolve escalations and outages
  • Ability to analyze data and identify trends, patterns and design opportunities for improvement
  • Assess and identify solutions for advanced customer inquiries
  • Continually seek to optimize IT Service Delivery processes
  • Review and monitor service performance to vendor contract including maintenance of business activities, improvement activities, feedback Vendor management and critical issues
  • Provide consultation and support for to business users regarding IT Service operations
  • Collaborate with others to define customer requirements, provide input and/or design solution(s), quality review and testing of applications or reports.
  • Negotiate decisions; manage expectations working with the various dynamics of Clients (internal and external) driving value and satisfaction.
  • Work with Business/IT/users to research solutions for existing service improvements or any new service launch
  • Anticipate future trends and potential impacts to business process and systems
  • Travel 50% upon lift of lockdown restrictions

Desired Skills

  • Excellent written and verbal communication, interpersonal and presentation skills. Ability to function in ambiguous circumstances. Possesses customer consulting skills including ability to build relationships with customers, engineers, managers level and above
  • Exceptional professionalism, outstanding communication skills, and good interpersonal skills are critical traits.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.