Lead Solution Architect – Contact Centre

About the role

IAG is seeking a Lead Solution Architect to drive the design and delivery of Contact Centre technology solutions. You will bridge business outcomes, customer and colleague needs, operational requirements and technology direction across multiple teams and vendors.

Key responsibilities

• Provide sustained solution architecture leadership for Contact Centre initiatives, aligning with IAG enterprise strategies, standards and governance.
• Maintain an integrated solution view across platforms, interfaces, information flows and dependencies, and flag material gaps for broader review.
• Engage stakeholders early, translate complex technical matters into clear business outcomes, and facilitate decision‑making through architecture governance.
• Develop current‑state, transition and target‑state architectures, record decisions and trade‑offs, and validate designs through critical reviews.
• Contribute to Contact Centre technology strategy, roadmaps and domain transformation, identifying simplification opportunities and reusable patterns.

Required profile

• Five or more years of experience designing and leading complex enterprise solutions, particularly in contact centre technology.
• Strong knowledge of solution architecture methods, integration approaches and architecture governance.
• Proven ability to connect business outcomes and customer journeys to architecture decisions across application, data, identity, security and operational concerns.
• Experience creating and documenting current‑state, transition and target‑state architectures with traceable records.

Required skills

• Enterprise contact centre technologies
• Solution architecture and design principles
• Integration architecture
• Architecture governance processes