Solutions Architect (CX - Amazon Connect)
London, Glasgow, Newbury or Manchester Hybrid
A bit about us
At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate.
We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region. We’re expanding rapidly to bring digital automation and Gamma-powered services to Enterprise, Public Sector and Small to medium businesses. Both direct and through a growing network of channel partners.
We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas.
Who are we looking for?
We are looking for a hands on leader to own post sales CX architecture and be responsible for ensuring the effectiveness and commercial success of the CX Team (4 people). The role provides technical and architectural leadership, ensuring the team consistently delivers high quality, innovative, and profitable solutions for external customers and you would also be accountable for large-scale complex customer requirements and be the go to escalation point within the team.
What will you be doing day-to-day?
- Responsible for a team of 4 (Solution Architects and CX Engineers’) effectiveness, culture, job satisfaction, strategy and training including line manager duties.
- Design of complex projects focused around the Gamma CX portfolio.
- Meeting with clients to collaboratively design the solution, explain what is possible and push the boundaries of our products and Amazon’s services.
- Have a key focus on Customer Experience (CX) to make sure we are providing excellent, efficient and frustration-free customer journeys.
- Design solutions which are easily maintainable by our clients in a self-serve manner and which collect data allowing us to iterate and improve on the solution.
- Identify and evaluate plugins which would make agents more efficient & allow them to provide better customer experiences.
- Briefing developers & engineers on the designed solution, communicating the vision, aims and drivers for the project.
- Working with the product teams to build out the roadmap with new features and ideas, fed by discussions with clients.
What you’ll need:
- You will have experience deploying complex Contact Centres, Cloud Architecture, Systems Design & Infrastructure Architecture.
- AWS certification (e.g. AWS Solutions Architect Associate or Professional).
- Excellent troubleshooting ability with extensive hands-on IT support experience, both back-end and client facing.
- Experience of working in a fast-paced environment across multiple projects simultaneously.
- Excellent communication skills with the ability to communicate at all stakeholder levels.
- Experience with UCaaS would be beneficial, such as MS Teams.
- Experience of SIP Protocol would be beneficial
What do we offer you?
- At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you.
- Family matters, too. With enhanced maternity and paternity pay and childcare vouchers, we’re here to support you as a parent and help you thrive in your career.
- We care about your future, so our pension plan helps you save for the years ahead with contributions of 4.59% from Gamma, alongside your own contributions.
- Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones.
- We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth.
- We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family.
- And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.
A few things to note
- Unfortunately, we can't offer visa sponsorship or relocation support for this role.
- This role is hybrid from our Manchester, Glasgow, Newbury or London office 3 times a week.
- If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for!
Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.
We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.
For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs.
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