Solutions Architect - CCaaS/IVR

Permanent | London/Hybrid
Salary: Up to £75,000

Overview

We are seeking an experienced Solutions Architect to design and lead the architecture of next-generation conversational AI and voice platforms. This role is key to modernizing customer interactions, moving from Legacy IVR systems to intelligent, natural language-driven experiences.

Responsibilities

• Define end-to-end architecture for conversational AI voice solutions (intent capture, NLP, text-to-speech, orchestration).

• Ensure designs meet enterprise standards for security, resiliency, performance, and compliance.

• Lead decision-making on cloud-native, microservices, and API-first frameworks.

• Partner with product, engineering, and design teams to translate requirements into scalable solutions.

• Establish architectural guardrails, integration patterns, and documentation.

• Conduct architecture reviews and maintain end-to-end interaction flow documentation.

Key Requirements

• Strong expertise in CCaaS/IVR platforms and conversational AI/NLP technologies.

• Proficiency with cloud platforms (AWS preferred) and modern architecture (microservices, APIs, event-driven).

• Familiarity with speech recognition, text-to-speech, dialog orchestration, and AI/ML pipelines.

• Experience in SAFe Agile methodologies and leading distributed teams.

• Skilled in standardization, automation, and reducing deployment complexity.

Qualifications

• 8+ years of architecture experience designing enterprise voice applications.

• Proven background in large-scale application/system architecture.

• Strong leadership and stakeholder communication skills.

• Track record of delivering technology solutions in fast-paced environments.