Job Title: Contact Centre Architect
Location: Windsor, Onsite 2 times per Month
Remuneration: Daily rate up to £750
Contract Details: Fixed Term Contract (9 months, Full Time)

Join a forward-thinking organisation in the utilities sector, dedicated to delivering exceptional customer experiences through innovative solutions!

Responsibilities:

• Stakeholder Collaboration:- Work closely with stakeholders across the organisation to define and deliver an omni-channel customer experience strategy.

- Build strong relationships with senior business unit stakeholders, representing their interests in technology alignment.

- Drive the formation of the Contact Centre Strategy, spearheading business change and innovation.

- Develop roadmaps and business capabilities that facilitate informed decision-making, ensuring alignment with business benefits.

- Proactively identify and manage potential risks in architectural decisions and roadmaps.

• Roadmap Development and Execution:- Collaborate with Engineering teams to create and execute the roadmap for contact centre solutions, including voice, BOT, and chat channels.

- Provide strategic guidance on technology, ensuring all proposed solutions align with group strategies.

- Lead the definition of Enterprise Architectures, serving as a reference for solution architectures and designs.

- Mentor and coach fellow Enterprise Architects, providing thought leadership within the team.

- Drive the relationship with strategic partners, ensuring alignment with architectural standards.

• Innovation and Emerging Technologies:- Stay updated on emerging technologies and industry trends, identifying opportunities for adoption across business units.

- Evaluate the feasibility and impact of new technologies on the organisation.

- Guide technology adoption initiatives to drive innovation and improve operational efficiency.

- Contribute to the Innovation Community of Practise by sharing insights on Business Unit opportunities and developing architecture patterns for innovation implementation.

• Governance and Compliance:- Ensure compliance with industry standards, regulations, and security policies.

- Refine and enforce architectural governance processes to maintain consistency across projects and platforms.

If you are passionate about transforming contact centre operations through innovative architecture and strategic collaboration, we want to hear from you! Apply today to join our dynamic team and play a pivotal role in shaping the future of customer experience in our organisation.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.