UCC Solution Architect

Job Description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a UCC Solution Architect to support the design, development, and maintenance of unified contact centre solutions across VOIS. The individual will work closely with cross-functional teams to ensure the delivery of robust, scalable, and secure architectures, while contributing to consultancy activities, solution alignment, and Application Lifecycle Management. This role suits individuals with strong experience in contact centre technologies, cloud-based platforms, and CTI/CRM integrations.

What you will do

Lead detailed requirement-gathering sessions to translate business objectives into technical and functional specifications.Design end-to-end solution architectures for contact centre systems, including call flows, routing logic, IVR designs, and reporting frameworks.Support configuration and implementation activities for platforms such as AWS Connect and Genesys solutions.Define and document CTI integrations with CRM platforms, ensuring seamless data flow and unified agent experiences.Develop and execute test plans, including UAT, ensuring solutions meet quality, performance, and compliance standards.Produce clear technical documentation, user guides, and process flows while delivering training to teams and end‑users.Act as a key liaison between stakeholders, developers, and external partners to ensure alignment and effective delivery.Maintain and govern the Application Lifecycle Management tool, ensuring application reusability and architectural consistency.

Who you are

Experienced professional with 4+ years in contact centre environments and a strong technical foundation.Skilled in cloud-based contact centre platforms, particularly AWS Connect, Genesys Cloud CX, or Genesys Engage.Proficient in IVR, ACD, CTI, workforce management, and quality management technologies.Strong analytical and problem-solving abilities, with a capability to translate complex concepts for diverse stakeholders.Informed in Agile and Waterfall methodologies, with a collaborative and solution-driven mindset.Possessing a relevant technical degree and deep understanding of SIP, voice solutions, and omnichannel communication tools (chat, video, asynchronous messaging).

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What's in it for you

• Opportunities to work on enterprise-scale architecture that impacts multiple international VOIS locations.
• Exposure to cross-functional collaboration with global teams in network, infrastructure, and security domains.
• Professional growth through involvement in strategic technology initiatives and complex solution designs.

What skills you will learn

• Enhanced mastery of enterprise architecture frameworks and standards.
• Strengthened capability in solution design governance and strategic architecture planning.
• Broader experience in application lifecycle management and multi-country IT infrastructure alignment.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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