This role focuses on the architecture and technical design of our customer experience (CX) and communication solutions. Centered on the Genesys Cloud platform, the role covers all touchpoints across the customer journey, from initial contact to ongoing support, spanning voice, web, chat, and mobile. Delivering a seamless and positive CX is crucial for maintaining our market-leading position and driving loyalty.
Main Purpose of Role
The Communications Architect plays a key role in defining and delivering the technical strategy for communication solutions. Key responsibilities include:
- Designing and documenting solutions that are customer-centric, scalable, and integrated across various channels.
- Selecting and integrating appropriate technologies to enhance the customer journey.
- Providing technical leadership and guidance to development teams.
- Ensuring adherence to architectural principles and standards.
- Collaborating with stakeholders to translate business needs into technical solutions that improve CX.
- Ensuring design activities follow best practice principles in line with the company architectural strategy.
Tasks & Responsibilities
- Define and maintain the technical architecture for communication and CX solutions.
- Design and document solutions for new initiatives and enhancements.
- Integrate various platforms and systems with our Genesys platform.
- Provide technical guidance and support to development teams.
- Ensure adherence to architectural principles and security standards.
- Collaborate with stakeholders across the business to gather requirements and feedback.
- Monitor and optimise the performance and effectiveness of communication solutions.
- Stay up-to-date on emerging technologies and trends in the CX and Genesys space.
Personal Profile & Experience
- Proven experience as a Technical/Communications Architect for CX solutions.
- Experience with Unified Communications platforms, specifically Genesys.
- Proficiency in UML documentation, Data Modelling, and Design.
- Familiarity with Architecture frameworks (e.g., TOGAF).
Knowledge & Skills
- Education: IT-related or relevant degree.
- Genesys Certification:
- Certification Genesys Cloud CX Professional.
- Genesys Cloud CX Architect.
- Genesys Cloud CX Developer.
- IVR (Interactive Voice Response): Designing menus and self-service paths.
- ACD (Automated Call Distribution): Creating routing logic (e.g., skill-based routing or predictive routing).
- Bot Integration: Connecting AI bots into communication flows.
- WEM & Analytics: Knowledge of Workforce Engagement Management (WEM) and reporting tools like Genesys Pulse or Performance Dashboards to measure contact center efficiency.
- Methodology: Experience with Agile development methodologies.
- Communication: Excellent communication and interpersonal skills.
- Analytical: Strong problem-solving and analytical skills.
Training & Role Expansion Opportunities
While the core of this role is centered on Genesys and CX architecture, Rentokil Initial provides significant opportunities for the successful candidate to expand their technical remit:
- Google Cloud Technologies: Opportunities to gain hands‑on knowledge and integrate CX solutions with Google Cloud Platform (GCP) services.
- Professional Development: Support for obtaining GCP certifications (e.g., Cloud Architect) as the role evolves to include cloud‑native communication strategies.
- Advanced Integration: Gain exposure to API management and serverless computing within a cloud‑first environment.
- Continuous Learning: Participation in industry events and conferences focused on the intersection of CX and Cloud technologies.
- Competitive salary and bonus scheme
- Hybrid working
- Rentokil Initial Reward Scheme
- 23 days holiday, plus 8 bank holidays
- Employee Assistance Programme
- Death in service benefit
- Healthcare
- Free parking
At Rentokil Initial, our customers and colleagues represent diverse backgrounds and experiences. We take pride in being an equal opportunity employer, actively encouraging applications from individuals from all walks of life. Our belief is that everyone irrespective of age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs, has the potential to thrive and contribute.
We embrace the differences that make each of our colleagues unique, fostering an inclusive environment where everyone can be their authentic selves and feel a sense of belonging.
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