MaxContact
Solutions Architect
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MaxContact Overview
We are proud of our reputation for combining cutting-edge tech with down-to-earth people, we have big ambitions and a clear sense of who we are. Our culture is driven by our values: we take ownership, move fast, challenge the status quo, and learn constantly. Working at MaxContact means being stretched, you’ll be trusted with responsibility early, expected to think commercially, and encouraged to act decisively. We don’t stand still, and neither will you.
At the same time, we believe high performance only works in a safe, supportive environment. You’ll be surrounded by smart, driven people who want to see you succeed, who value openness and honesty, and who see mistakes as part of learning quickly and getting better.
We're builders, problem-solvers, and customer champions who believe in innovation with purpose, human-first technology, and delivering results that matter. You'll work alongside passionate colleagues building technology that directly impacts how thousands of businesses connect with millions of customers every day. If you’re ambitious, curious, and excited by the idea of building something meaningful in a fast-moving tech business.
Solutions Architect
The Solutions Architect is a senior customer-facing role responsible for leading new customer implementation projects from initial discovery through to a successful go-live. You are the person who bridges the gap between what a customer needs and what the MaxContact platform can deliver — designing solutions that drive measurable value from day one.
You work directly with customers to understand their business pains, map those pains to platform features, and produce a solution design handed to the System Build team to configure. Once built, you own testing and quality assurance before handing back to the customer for go-live.
This is a hands-on, delivery-focused role. You design — you do not build — but you are accountable for the quality and completeness of what you hand off, and for the customer experience throughout.
Responsibilities
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
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- 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
Skills and Experience
Essential
- 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
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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)
Benefits and Perks
- 25 days annual leave plus your birthday off - So you can genuinely switch off, recharge, and bring your best self to work.
- Increased holiday entitlement with length of service - We recognise commitment and loyalty. As you grow with MaxContact, we give more back because owning it over time should be rewarded.
- Enhanced maternity and paternity packages - We support our people at every stage of life. By enabling families to take meaningful time when it matters most.
- Life insurance - Providing peace of mind for you and your loved ones reflects our commitment to doing the right thing and owning our responsibility to support our people beyond the workplace.
- Enhanced pension options - We help you invest in your future, not just your role today enabling you to make it count over the long term.
- Company-paid sick leave - We trust our people to take the time they need to recover and return well.
- Personal training allowance - We invest in your growth and encourage continuous learning. You’re empowered to develop your skills, challenge yourself, and challenge the status quo for your career and for our customers.
- Buy and sell holiday options - Flexibility matters. This option allows you to shape your working life around what’s important to you.
- Social, charity and culture committee events - We believe strong connections build great teams. These activities bring people together, support our communities, and reinforce our one team mindset.
- Hybrid working (minimum two days in the office) - We balance flexibility with collaboration.
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