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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Solutions Architect - **Company:** Maxcontact - **Location:** Manchester, UK - **Experience:** Expert - **Salary:** £60,963.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Interactive Voice Response, Software as a Service, Microsoft Dynamics, Salesforce.Com, Genesys, Build Management, Hubspot, ServiceNow Customer Service Management - **Published:** August 26, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5855470916 ## About the Role * 3+ years in a customer-facing implementation, solutions consulting, or technical onboarding role in a SaaS environment * Experience with contact centre platforms (NICE, Genesys, Avaya, or similar) * Proven track record of delivering complex SaaS implementations on time and within scope * Strong discovery and consultative skills - ability to uncover real business needs and translate them into effective platform designs * Experience designing contact centre solutions (call routing, IVR, workforce management, CRM integrations) is highly advantageous * Excellent project management discipline - organised, proactive, and comfortable owning a delivery plan * Clear communicator with customers at all levels, from operational managers to IT leads * Commercial awareness - understands the link between feature adoption, customer outcomes, and retention Desirable * Familiarity with CRM integrations (Salesforce, Microsoft Dynamics, HubSpot, or similar) * Experience working in or alongside a Customer Success function * Understanding of AI-driven contact centre capabilities (conversation analytics, AI routing, virtual agents) ## Description Discovery & Solution Design * Lead structured discovery sessions with customers to surface business pains, objectives, and success criteria. * Map customer requirements to MaxContact platform features and capabilities, maximising adoption of features within their contracted package. * Produce clear solution designs - call flows, routing logic, IVR frameworks, integrations, and reporting structures - ready for handoff to System Build. * Challenge customers constructively where their initial thinking would limit outcomes or create downstream issues. * Identify opportunities to expand platform adoption beyond the minimum viable scope. Project Delivery * Own the project plan from kick-off through go-live, ensuring delivery against agreed dates and within estimated resource hours. * Coordinate internal handoffs between discovery, build, testing, and go-live to maintain momentum and customer confidence. * Proactively manage scope, timeline, and risks - flagging early and resolving before they become issues. * Ensure every project closes with a completed handover to the Customer Success team, including documented outcomes and feature adoption baseline. Testing & Go-Live * Own the testing phase: validate that the configured solution matches the approved design and meets the customer's success criteria. * Manage the go-live process, including customer sign-off, live support during launch, and resolution of any critical issues. * Ensure customers are set up for self-sufficiency post-go-live, with appropriate knowledge transfer and documentation completed. Value & Adoption * Drive feature adoption proactively throughout the implementation - a customer should be using at least 75% of features in their package at go-live. * Define and document the customer's success outcomes before go-live, establishing a clear baseline for the CSM to measure against. * Identify and communicate upsell or expansion opportunities identified during the implementation to the account team. Professional Services Revenue * Maintain commercial awareness of PS charges and their impact on project profitability. * Contribute to monthly PS fee targets across your portfolio of projects. * Identify in-flight opportunities for additional PS work where customer needs expand beyond original scope. Values and Behaviours * Customer value first: Outcomes over features * Puts the customer's outcome above the path of least resistance * Takes ownership of delivery - does not pass problems sideways * Is direct with customers when a different approach would serve them better * Thinks commercially - fast time-to-value and deep adoption protect retention * Works collaboratively with System Build, CSM, and Sales without creating dependency or bottlenecks * Brings energy and confidence to go-live - customers should feel in safe hands * Adaptable and comfortable in a fast-moving, scaling business Training and Enablement * Full MaxContact platform certification and deep product training * Implementation methodology and discovery framework training * Exposure to a wide range of enterprise contact centre environments * Ongoing development as the platform's AI capabilities evolve * Clear progression pathways within the Customer Success and Professional Services function ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Conversational AI meets MS data agents to improve customer experience](https://www.wearedevelopers.com/videos/2010-conversational-ai-meets-ms-data-agents-to-improve-customer-experience) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [Recruiting with Soul & Smarts](https://www.wearedevelopers.com/videos/1477-recruiting-with-soul-smarts) - [The Design and Evolution of C++](https://www.wearedevelopers.com/videos/526-the-design-and-evolution-of-c) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)