CX Architect

Role Overview: CX Architect

As a CX Architect, you’ll help define and then drive the roadmaps for multiple clients from large enterprises to public sectors organisations to deliver demonstrable value, that transforms both customer experience and how internal client teams work. This role will allow you to draw on your experience to provide guidance and ideate solutions to challenges our clients face. You will identify opportunities to integrate systems to unlock efficiencies, ensure data completion, and enable self-service.

Why This Role is Exciting

• Define and drive our clients’ roadmaps: Work with our CXaaS clients who are focused on continuous improvement to identify and implement solutions that deliver demonstrable value.

• Design integrations between Zoom and client systems: ensuring both customers and users have access to the right data and context is essential to delivering the best and most efficient experiences, this is often best achieved through integration via our IntegrationHub platform.

• Transform customer experience and operational efficiency: Have a meaningful impact in our deployment projects to not just lift and shift, but transform customer experience and how the clients internal teams function.

What you will be doing

Depending on your experience, you’ll likely have a natural leaning into one of the following areas:

Lead our Customer Experience as a Service (CXaaS) engagements

• Understand and document the challenges and aspirations / goals of our clients for continuous improvement.

• Leverage data & analytics to understand challenges and opportunities, identify gaps that a client might not be aware of.

• Identify, track, and monitor the most important metrics for each client.

• Define, and then literately deliver client roadmaps that provides measurable value.

• Leverage your experience & expertise in Customer Experience to guide, advise, and hypothesise solutions for our clients.

• Work with our CX Engineers to deliver the iterative roadmap, getting hands on with configuring Zoom.

• Drive the client and internals teams to create momentum. Identify and remove blockers, or implement workarounds to things that slow progress.

• Demonstrate the value CXaaS is providing to our clients through regular reporting - by being able to articulate Return On Investment (ROI).

• Lead regular meetings with clients - this could be workshops, ROI presentations, or ideation sessions.

• Articulate any implications of chosen solutions so that clients are aware of downstream impacts.

Discover & design client integrations

• Discover and design integrations between Zoom and third-party systems via our IntegrationHub platform.

• Lead discovery workshops to illicit requirements and document them in clear, easy to understand language.

• Review APIs and documentation of third-party systems to determine integration feasibility.

• Define and document proposed integrations capturing key data points, mappings, and workflows.

• Consider points of failure and design with fail safety in mind.

• Share your ideas for the IntegrationHub product roadmap.

• Work with our technical team to ensure successful build.

• Present and demo integration progress at meetings.

Drive transformational change in our deployment projects

• Lead discovery workshops.

• Deliver and support client enablement and bootcamps.

• Solution design and documentation.

• Provide clients with best practice CX strategy based on results from other projects.

• Support our CX Engineering team in project delivery.

Additional Responsibilities

• Stay on top of the latest Zoom developments and releases.

• Share knowledge and experience with internal team.

• Present at company meetings, show & tells, and external events if this is something that interest you.

• Support our Sales Team with more complex demos.

What we’re looking for

We know that you might not have experience in all the areas this role requires. That’s absolutely fine, be honest about what you’re good at and where you have gaps. Attitude is most important to us, we can help fill gaps in experience and knowledge but only for those who are capable of receiving honest feedback.

Skills

• A builder mentality essential. As a growing business that is continually changing and developing, a propensity for self-action and direction is critical. If you need hand holding please don’t apply, we aren’t the right organisation for you.

• Polished and clear communication, both verbal and written. You’ll need to be adept at explaining complex topics and making them simple. Presenting, writing specifications and calculating ROI should come easily to you.

• AI - it’s a buzz at the moment. Here’s what we expect you to be able to do:

  • Prompts - be capable to writing prompts for LLM that achieve specific goals

  • Guard rails - implement appropriate guard rails and adversarial testing to ensure AI remains focussed on the task at hand

  • Security & Data - consider the implications of using AI on security and data

  • Discerning - be able to determine when it is appropriate to use AI and when it isn’t

• Ability and passion for learning so that you can fill gaps in your knowledge.

• Work collaboratively with both internal teams, clients, and our partners.

Experience

• Extensive Contact Centre and Customer Experience is absolutely essential for this role

• We require someone who has built and deployed contact centre and customer experience solutions. That could include CCaaS or On-Premise Solutions, Voicebots, Chatbots, Quality Management, and Workforce Management.

• CCaaS / CX Platforms - we’re a Zoom practice so that would be highly advantageous, but experience in any of the following is highly relevant:

  • Amazon Connect

  • 8x8

  • Nice CXOne

  • TalkDesk

  • Five9

  • MaxContact

• Experience of designing integrations

• Basic scripting skills (e.g. JavaScript) would be helpful

• Experience of API/webhooks, and use of Postman

• Knowledge of AWS services would be highly advantageous

What We Offer

We believe in looking after our people and valuing their commitment to our mission. As part of our team, you'll enjoy a range of benefits designed to support your well-being and professional growth:

• Bonus Scheme: Our discretionary bonus scheme provides an additional boost.

• Growth Shares: All employees receive Growth Shares so that you benefit from the future growth and success of the company.

• Generous Leave: 28 days holiday plus public holidays.

• Birthday Off: Enjoy your birthday off every year.

• Pension Plan: 5% matched pension contribution.

• Healthcare: Private healthcare with Vitality.

• Flexible Working: Flexible hours, and the option to work abroad for up to 20 days per year.

• Life Events: Getting married? Parental leave? Kids starting school? Additional leave available.

• Family Support: Generous maternity/paternity/adoption policy.

How to apply

Send a covering lettering and provide an example of a customer engagement you’ve led where the customer was experiencing a challenge that you solved.

Describe:

• The challenge

• How you approached

• The solution

• Results or value delivered

You don’t need to name the customer.

Applications without the above covering letter will not be considered.

AI bots need not apply. No agencies please.

📧 Send your covering letter & CV to: careers@acceleraate.com

📌 Subject: CX Architect