Technical Architect - Customer Experience

This role focuses on the architecture and technical design of our customer experience (CX) solutions. This includes all touchpoints across the customer journey, from initial contact to ongoing support, and spans various channels such as voice, web, chat, and mobile. Delivering a seamless and positive CX is crucial for maintaining our market-leading position and driving customer loyalty.

Main Tasks:

• 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 across the business to understand their needs and translate them into technical solutions that improve CX.
• Ensuring colleagues involved in design activities (eg Business Analysts, Technical Architects) follow best practice design principles in line with the company architectural strategy.

Purpose of the role:

• Define and maintain the technical architecture for our CX solutions.
• Design and document solutions for new CX initiatives and enhancements.
• Evaluate and select appropriate technologies to enhance the customer journey.
• Integrate various platforms and systems, including Genesys, HCL Volt MX, and Google Cloud.
• 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 optimize the performance and effectiveness of CX solutions.
• Stay up-to-date on emerging technologies and trends in the CX space.

Requirements:

• Proven experience as a Technical Architect for CX solutions.
• Strong understanding of CX principles and best practices.
• Experience with Unified Communications platforms (Genesys preferred).
• Hands on experience with Multi-Experience Development Platforms (HCL Volt MX preferred).
• Strong understanding of web technologies, including HTML, JavaScript, React, and CSS.
• Experience with API gateways (Apigee preferred) and serverless technologies.
• Hands on experience with Google Cloud Platform (GCP) and related services.
• Familiarity with Java and database technologies.
• Experience with IAM tools (Auth0 preferred) and authentication/authorization protocols.
• Knowledge of monitoring tools (Datadog preferred) and performance optimization techniques.
• UML documentation.
• Data Modelling / Design.
• Architecture frameworks (e.g. TOGAF).

Benefits:

• 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 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.