Lead Solution Architect, Contact Centre

About the role

Lead the solution architecture for Contact Centre initiatives at IAG, aligning business outcomes, customer and colleague needs with technology direction. Work across multiple domains including engineering, operations, cyber, data and vendors to translate complex technical matters into clear business outcomes.

Key responsibilities

• Provide sustained solution architecture leadership across Contact Centre technology, ensuring alignment with IAG enterprise strategies, standards and guardrails.
• Maintain an integrated solution view across initiatives, platforms, interfaces and information flows, and identify material gaps requiring broader review.
• Engage stakeholders early, establish shared problem statements, evaluate options and make assumptions, risks and trade‑offs visible.
• Develop current‑state, transition and target‑state architectures, record decisions in concise, reusable deliverables and guide detailed design reviews.
• Contribute to Contact Centre technology strategy, roadmaps and enterprise‑wide simplification opportunities.

Required profile

• Five or more years of experience designing and leading complex enterprise solutions, especially in contact centre technologies.
• 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 methods and integration patterns
• Architecture governance and well‑architected design principles