Rentokil Initial Group
CommunicationsArchitect
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Communications Architect at Rentokil Initial Group. Skills: Communications Architect for CX solutions, Genesys Cloud platform architecture, Customer journey design and integration. Architecture and technical design of customer experience (CX) and communication solutions. Designing and documenting solutions that are customer-centric, scalable, and integrated across various channels”
Industry & Context.
problem-solving and analytical skills
What They're Looking For.
Must Have
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), Genesys Cloud CX Professional Certification, Genesys Cloud CX Architect Certification, Genesys Cloud CX Developer Certification, Designing menus and self-service paths for IVR (Interactive Voice Response), Creating routing logic (e. g. , skill-based routing or predictive routing) for ACD (Automated Call Distribution), Connecting AI bots into communication flows for Bot Integration, Knowledge of Workforce Engagement Management (WEM) and reporting tools like Genesys Pulse or Performance Dashboards to measure contact center efficiency, Experience with Agile development methodologies
Nice to Have
Opportunities to gain hands-on knowledge and integrate CX solutions with Google Cloud Platform (GCP) services, Support for obtaining GCP certifications (e. g. , Cloud Architect), Gain exposure to API management and serverless computing within a cloud-first environment, Participation in industry events and conferences focused on the intersection of CX and Cloud technologies
What You'll Do.
Architecture and technical design of customer experience (CX) and communication solutions
Designing and documenting solutions that are customer-centric
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
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
How You'll Work.
Team & Collaboration
Providing technical leadership and guidance to development teams; Collaborating with stakeholders to translate business needs into technical solutions; Collaborate with stakeholders across the business to gather requirements and feedback
Communication Scope
Excellent communication and interpersonal skills
Full Job 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. **Requirements** ### Personal Profile & Experience * Proven experience as a Technical/Communications Architect for CX solutions. * Experience with Unified Communications platforms, specifically Genesys. * Proficien
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