Platform Architect - CCaaS

Job Description

Circa £55k - £65k, salary dependant on skills and experiencePermanentFull time, 37 hours a weekHome working, Lincoln & HuntingdonWe are currently looking for a Platform Architect to join the team. This technical, customer-facing role is accountable for the full lifecycle deployment of Products within the Customer Service Line including technical engagement, architectural road-mapping,design and implementation of lifecycle management, projects and/or proofs of concepts.The Platform Architect will initially focus on delivering our new Contact Centre as a Service Platform and the evolution of our customer technology landscape. Were looking for someone with substantial experience of architecting, integrating, data management,hands-on configuration and delivery of contact centre omnichannel products to deliver critical business outcomes. The architect will be responsible for ensuring the platform landscapes full breadth is understood and documented, ensuring the end user experiencematches the capability and vision of the platform.Additionally, the platform architect will take on the product management responsibilities of the platform, ensuring the platform meets the needs of the business value product lines utilising its capabilities.Over time, the role will adapt and evolve in response to business demand. So were looking for someone who is flexible to adopt additional responsibility for other technology platforms and lose some existing accountabilities.Key Accountabilities

• Translate business strategy into technology strategy and ensure that capabilities required by the Business are enabled through the Service Line
• Define Service Line technology and Product strategy as derived from the Line of Business portfolio / Epics
• Develop and maintain mechanisms and capabilities to ensure technology products are scalable in accordance with Business requirements
• Communicate Service Line strategic themes and other business drivers for Enterprise Architecture to downstream disciplines/capabilities (e.g. via engagement of Solution Architects and System Architects and non-technical stakeholders)
• Drive high-priority customer initiatives in collaboration with customers, Business streams and the Product Owner / Service Line Manager
• Ensure solutions are aligned to platform guidelines, standards and principles, leverage common solutions and services and meet financial targets (cost and benefits)
• Agree and implement Configuration Management policy for Service Line Products
• Enable the use of DevOps capabilities and processes to drive automation, continuous delivery and continuous deployment
• Own the technical engagement, including architectural road-mapping, design and implementation of lifecycle management, projects and/or proofs of concepts
• Provide hands-on technical leadership and SME/Product Ownership for the Customer Technology environment, working with internal stakeholders and third parties to deliver critical business requirements
• Liaise with the other platform architects to ensure solutions and platform performance is optimised within the digital landscape
• Oversee internal and 3rd party Platform Engineer and Platform Test resources within the Service Line in accordance with AWS policies and processes
• Support the development of the Digital Architecture Practice

As a valued employee, youll be entitled to:

• Full private healthcare with no excess
• 26 days leave, rising with service + Bank Holidays, with the option to swap Christmas and Easter holidays for those celebrated by your religion
• A flexible working culture
• Competitive pension scheme - we double-match your contributions up to 6%
• Life Assurance at eight times your salary

What does it take to be a Platform Architect

• Substantial Extensive experience of architecting telephony and digital channel solutions within a contact centre environment.
• Substantial experience of delivering architecture, design, implementation, and/or support of enterprise level customer technology platforms.
• Experience of supporting complex technology change within a customer service environment.
• Experience operating within a senior technical customer technology role within a complex digital transformation programme.
• Experience and a good understanding of customer enterprise technologies such a CCaaS (essential), CRM (Essential), Martech, Field Service, Billing, PCI Compliance and Payment Channels
• Understanding of Agile delivery frameworks and methodologies

Why Anglian WaterAnglian Water is not your typical water company. Just take a look at our Love Every Drop strategy that underpins everything that we do and youll start to get a feel for our culture. Its collaborative, innovative and inspiring. We put people at the heartof our business and we truly love what we do!If you want to help us embrace new technology and the power of people to keep us at the forefront of our industry, please apply today!Closing date: 29th October 2023#loveeverydrop