Technical Architect | Async Messaging/Contact Centre Transformation
Technical Architect | Async Messaging/Contact Centre Transformation
£550 per day (Inside IR35)
6 months rolling contract
1 day per week in Manchester (North-based preferred)
We're looking for a Technical Architect to support a major programme focused on introducing asynchronous messaging into a large-scale contact centre environment.
This is not strategy or blue-sky thinking. The discovery work has already been done. This role is about taking that forward into real, practical delivery within a complex government setting (DWP).
What you'll be doing:
- Picking up existing discovery outputs and turning them into actionable delivery plans
- Leading technical investigation into async messaging solutions within a DWP context
- Assessing what is realistically achievable, including constraints across Legacy systems and operations
- Shaping and supporting proof of concepts (POCs) and quick-win solutions
- Working closely with product and stakeholders to ensure solutions deliver real user and business value
- Contributing to potential build-out of POC delivery teams
Key areas of focus:
- Workforce Management (WFM) impact when introducing async messaging
- Understanding how contact centre operations change when moving away from traditional telephony
- Evaluating technology options for messaging and integration
- Ensuring alignment between technical feasibility and operational reality
What we're looking for:
- Strong experience as a Technical Architect, ideally within complex or public sector environments
- Solid cloud experience (Azure preferred, but flexible)
- Experience with contact centres, telephony, or messaging platforms highly valuable
- Ability to think in a T-shaped way - understanding both the detail and the wider system impact
- Comfortable working across architecture, product, and stakeholders