Communications Architect at Rentokil Initial Group

Crawley, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

03 Aug, 26

Salary

0.0

Posted On

05 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Genesys Cloud, CX Architecture, Unified Communications, UML Documentation, Data Modelling, TOGAF, IVR Design, ACD Routing, Bot Integration, WEM & Analytics, Agile Methodology, Technical Leadership, API Management, Serverless Computing, Google Cloud Platform, Stakeholder Collaboration

Industry

Environmental Services

Description

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. To ensure that your journey with us is accessible if you have any individual requirements we invite you to communicate any specific needs or preferences you may have during any stage of the recruitment process. Our team is available to support you; feel free to reach out to (joanna.sharpe@rentokil-initial.com) if you need anything Be Yourself in Your Application! At Rentokil Initial, we value innovation, but we want to see the real you! While AI can help with structure and grammar, make sure your application shows your true passion and understanding of the role. A personal touch will help you stand out.

Responsibilities

Define and maintain the technical architecture for customer experience and communication solutions centered on the Genesys Cloud platform. Collaborate with stakeholders to design scalable, integrated solutions across voice, web, chat, and mobile channels.