Chief Architect (CXone)

TL;DR

Chief Architect (CXone): Leading solution design and governance for GSI partnerships with an accent on CXone platform expertise and complex multi-party engagement management. Focus on aligning technical solution scoping with commercial objectives and ensuring delivery feasibility across enterprise-scale contact center deployments.

Location: Must be based in London, UK (Hybrid: 2 days in office, 3 days remote).

Company

A global market leader in AI, cloud, and digital software solutions, serving over 25,000 businesses worldwide with platforms for customer experience, financial crime prevention, and public safety.

What you will do

• Serve as the primary technical gatekeeper for GSI support engagements, validating scope and delivery plans.
• Partner with Sales and GSI teams to design and scope CXone solutions for enterprise customers.
• Develop comprehensive Solution Design Documents that align technical requirements with commercial agreements.
• Advise GSI delivery teams on platform capabilities, integration architecture, and best practices.
• Coordinate stakeholder alignment across multi-party engagements to ensure smooth handoffs from design to delivery.
• Provide mentorship and thought leadership on GSI engagement models and governance frameworks.

Requirements

• 8+ years of solution architecture or senior consulting experience in enterprise software or contact centers.
• 5+ years of contact center industry experience with deep knowledge of CXone or similar CCaaS platforms.
• Proven experience working with or within GSI partnerships like Accenture, Deloitte, or IBM.
• Strong expertise in integration architecture, including SAP and CRM systems.
• Demonstrated ability to govern complex, multi-party delivery engagements.
• Must be based in London, UK and able to work in a hybrid model.

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• Experience with AI and NLP technologies, specifically Cognigy or similar conversational platforms.
• Proficiency in process diagramming tools like MS Visio.

Culture & Benefits

• Hybrid work model (hirify.global-FLEX) balancing office collaboration with remote flexibility.
• Opportunity to work in a fast-paced, market-leading environment with global scale.
• Endless internal career growth opportunities across multiple domains and disciplines.
• Collaborative and innovative team culture focused on high standards and results.