Deloitte
Senior Manager – Cloud Contact Centre & Customer Experience (CX) Architect, Engineering, AI & Data, Technology & Transformation
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Job Description
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Deloitte's Engineering practice is at the forefront of transforming businesses by bringing together cutting-edge tech programme delivery, quality assurance, and testing expertise. We empower clients to modernise their core business through our deep capabilities in application and infrastructure engineering, cloud strategy, transformation, and migration. Practitioners within this team continuously advance their expertise to deliver robust, innovative solutions, from initial strategy to implementation and optimization.
Deloitte’s Contact Centre & Customer Experience (CX) practice helps organisations transform how they engage, serve and support their customers in an increasingly digital world. We work with clients across industries to define and deliver large-scale customer transformation programmes, combining deep operational expertise with leading cloud-based technologies to create exceptional customer and employee experiences.
We partner with clients to design, build, and deliver modern customer engagement solutions, leading the end-to-end journey from solution architecture through implementation, integration, and continuous optimisation. Our work spans cloud-based Contact Centre as a Service (CCaaS) platform, omnichannel engagement, telephony and routing architecture, CRM integration, workforce optimisation, analytics, AI-powered customer experiences, and intelligent automation. We are passionate about hands-on solution design and delivery, working directly with clients, engineering teams, and technology partners to build scalable, secure, resilient, and high-performing customer experience platforms that drive tangible customer and business value.
Leveraging market-leading platforms including AWS Amazon Connect, Salesforce Service Cloud Voice (SCV)/ Salesforce Voice, Microsoft Dynamics 365 Contact Center and other leading customer engagement technologies, we help organisations design and deliver modern contact centre solutions that improve operational efficiency, enable seamless omnichannel experiences, and unlock greater value through cloud-native architectures, automation, analytics, and AI-driven innovation.
As part of our team, you will work on complex and high-profile customer transformation programmes, helping clients design, implement, and optimise modern contact centre solutions. You will collaborate with business stakeholders, delivery teams, and technology partners to define solution architectures, lead technical designs, and support successful implementation across cloud-based CX platforms. This is an opportunity to work with some of the industry's leading technologies and providers, delivering innovative customer engagement solutions that create measurable value for clients and their customers.
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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.
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As a Contact Centre & CX Architect, you will:
- 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.
Connect to your skills and professional experience
The following are the core skills and experience required to be successful in this 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.
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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.
BASIC INFORMATION
Location: London
Business Line: Technology & Transformation
Job Type: Permanent / FTC
Date published: 28-Sep-2026
Req #: 24878
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