Senior Solutions Architect (CX post sales)
Location: London, Glasgow, Newbury or Manchester Hybrid (Hybrid: 3 days a week)
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.
- Meet 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 ensure we provide excellent, efficient and frustration‑free customer journeys.
- Design solutions that are easily maintainable by clients in a self‑serve manner and collect data allowing us to iterate and improve.
- Identify and evaluate plugins that would make agents more efficient and allow them to provide better customer experiences.
- Brief developers and engineers on the designed solution, communicating the vision, aims and drivers for the project.
- Work with the product teams to build out the roadmap with new features and ideas, fed by discussions with clients.
What You’ll Need
- 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 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 with SIP Protocol would be beneficial.
What do we offer you?
- Work‑life balance – 25 days annual leave, plus an extra day off for your birthday, and a volunteer day to support a charity of your choice.
- Enhanced maternity and paternity pay, childcare vouchers.
- 4.59% pension contributions from Gamma, alongside your own contributions.
- Group income protection and life assurance (four times your salary).
- Tax‑efficient share‑save and share incentive plans.
- Private medical insurance through Vitality, extending to your immediate family.
- Electric Vehicle scheme through Octopus and Cycle‑to‑Work scheme.
A few things to note
- We cannot 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 you meet all the requirements, we still encourage you to apply as you could be the person 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 authentic selves. We value each person and their range of backgrounds and actively encourage people from under‑represented 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.
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