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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager - Cloud Contact Centre & Customer Experience (CX) Architect - **Company:** Deloitte - **Location:** London, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Automatic Call Distributor, Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Data Analysis, Interactive Voice Response, Microsoft Azure, Cloud Computing, Computer Telephony Integration, DevOps, Middleware, Knowledge Management, Microsoft Dynamics, Microsoft Software, Routing, Public Switched Telephone Networks, Salesforce.Com, Systems Integration, Cisco WebEx, Amazon Connect, Google Cloud, Enterprise Software Applications, Chatbots, Genesys, Generative AI, Infrastructure as Code (IaC), Cloudformation, Event Driven Architecture, Information Technology, Deployment Automation, Cloud Migration, Zendesk, Terraform, Serverless Computing, Azure Resource Manager, Legacy Systems, Servicenow - **Published:** September 4, 2026 - **Apply:** https://apply.deloitte.co.uk/UKCareers/Login?jobId=24878 ## About the Role * Hands-on experience designing and delivering enterprise-scale Contact Centre and Customer Experience (CX) solutions. * Strong understanding of contact centre operations, including customer journeys, omnichannel engagement, routing, IVR, workforce optimisation, quality management, and reporting. * Experience translating business requirements into scalable, secure, and resilient solution architectures. * Proven ability to lead client workshops, stakeholder discussions, and technical design sessions across business and technology teams. * Experience working within complex transformation programmes, managing delivery, risks, dependencies, and client expectations. * Ability to work across development pods, guiding the delivery and integration of functionality * Strong consulting and communication skills, with the ability to build trusted relationships and present solutions to both technical and executive audiences. * Experience developing business cases, vendor assessments, platform selection activities, and cloud contact centre migration programmes. * Experience supporting proposals, RFP responses, solution shaping, and business development activities. * Experience designing solutions across cloud, hybrid, and on-premises contact centre environments, including migration and modernisation programmes transitioning from legacy platforms to cloud-native CCaaS solutions. * Demonstrable experience designing, architecting, and delivering enterprise-scale contact centre solutions across one or more leading CCaaS platforms. The following are the technical skills and experience required to be successful in this role: * Hands-on architecture and implementation experience with one or more of the following CCaaS platforms, including Amazon Connect, Salesforce Service Cloud Voice (SCV) and/or Microsoft Dynamics 365 Contact Center. Broader experience with other leading vendors such as Genesys Cloud, NICE CXone, Vonage, Cisco Webex Contact Center, Five9s, and/or Talkdesk is welcomed alongside this. * Strong knowledge of contact centre technologies including IVR, ACD, CTI, conversational AI, voice and digital channels, call recording, workforce management, analytics, and reporting. * Experience designing integrations across CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow, Zendesk), workforce management, unified communications, and enterprise applications. * Experience with cloud platforms such as AWS, Microsoft Azure, or Google Cloud, including architecture, security, networking, and operational considerations. * Knowledge of voice and telephony architecture, including SIP, PSTN connectivity, telephony routing, carrier integration, session border controllers (SBCs), and contact centre networking considerations. * Knowledge of modern integration patterns including APIs, event-driven architectures, middleware, and cloud-native services. The following are the desirable skills: * Industry experience across sectors such as Financial Services, Retail, Public Sector, Telecommunications, Technology, or Business Process Outsourcing (BPO). * Cloud and contact centre certifications such as AWS, Amazon Connect, Salesforce, Microsoft, Google Cloud, Genesys or other relevant industry certifications. * Experience with Infrastructure as Code (IaC) and DevOps practices, including tools such as Terraform, AWS CloudFormation, Azure Resource Manager (ARM), and CI/CD pipelines to support automated deployment of cloud contact centre implementations. * Experience with AI-powered customer engagement solutions, including Conversational AI, Generative AI, virtual assistants, Retrieval-Augmented Generation (RAG), knowledge management, and intelligent automation. ## Description As a Contact Centre & CX Architect within Deloitte's Engineering practice, you will play a key role in designing and delivering next-generation customer engagement solutions for some of the world's leading organisations. Working across complex transformation programmes, you will help clients modernise customer operations through cloud-based Contact Centre as a Service (CCaaS) platform, AI, automation, and digital technologies. You will work closely with business stakeholders, engineering teams, and technology partners to translate customer and operational requirements into scalable, secure, and resilient solutions, taking ownership from solution design through implementation and optimisation., * Lead the solution design and delivery of cloud-based contact centre and customer experience platforms, leveraging technologies such as AWS Amazon Connect, Salesforce Voice and Microsoft Dynamics 365 Contact Center. * Collaborate with clients, business stakeholders, and technical teams to capture requirements and translate them into scalable, secure, and operationally effective solution architectures. * Design and oversee the implementation of omnichannel customer engagement solutions, including voice, chat, messaging, AI-powered self-service, routing, workforce optimisation, analytics, and CRM integrations. * Provide technical leadership across transformation programmes, supporting architecture decisions, platform evaluations, proof of concepts, and end-to-end solution delivery. * Build strong relationships with client stakeholders and technology partners, acting as a trusted advisor on contact centre best practices, customer experience transformation, and cloud adoption. * Develop innovative solutions using cloud-native services, automation, Generative AI, conversational AI, knowledge management, and intelligent customer engagement capabilities. * Support business development activities through solution shaping, client presentations, proposal responses, RFPs, thought leadership, and demonstration environments. * Mentor and coach delivery team members while contributing to the growth of Deloitte's Contact Centre and Customer Experience practice through capability development, reusable assets, and industry insights. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Delete the roles, deploy the skills](https://www.wearedevelopers.com/videos/2104-delete-the-roles-deploy-the-skills) - [The Design and Evolution of C++](https://www.wearedevelopers.com/videos/526-the-design-and-evolution-of-c) ## 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) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [7 Cloud Computing Trends Coming in 2025 for Developers](https://www.wearedevelopers.com/magazine/412-7-cloud-computing-trends-coming-in-2025-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)