Position:

Solution Architect – Contact Centre Specialist

Location: United Kingdom

Apply now

FourNet is one of the UK’s most successful cloud and managed services providers. We have grown year on year for the last 15 years, have won multiple awards and work with some of the most secure, critical, and commercially driven organisations in the UK.

We have a position available for a Principle Solution Architect for Contact Centre opportunities, the candidate will be able to provide consultancy across all of FourNet’s major contact centre propositions and associated services.

SCOPE OF RESPONSIBILITIES

  • Provide pre-sales and on-going technical support and training to both customers and the sales team on the FourNet portfolio, specifically contact centre
  • Complete the technical elements of tender responses and proposals including Requests for Information (RFI’s) and Requests for Proposals (RFP’s)
  • Gather, translate and clarify customer business requirements and define high level technical solution designs
  • Create end to end designs including production of Bill of Materials (BOM’s) and pricing
  • Produce technical proposals and documentation
  • Providing support, including procedural documentation.
  • Produce High Level Design documents obtaining input from the Professional Services team
  • Provide technical support to the Professional Services team on the creation of low-level detailed design documentation
  • Produce and deliver customer presentations up to “C” level stakeholders
  • Design and deliver technical demonstrations (both internal and customer facing)
  • Manage the technical aspects for 3rd party integration partners
  • Proactively drive own personal learning to keep abreast of developments in industry technology and standards
  • Continuously maintain and develop a high-level knowledge of FourNet Innovation framework and product portfolio and proactively talk to customers and sales around this
  • Own the FourNet demo environment and ensure it is inline with current cloud portfolio
  • For new products and services own ‘enablement’ by training and supporting the sales team and also pre-sales team where appropriate

Person Specification

In-Depth knowledge

  • Contact Centre concepts and products
  • Avaya Portfolio
  • Microsoft Teams & Direct Routing
  • Networking (LAN / WAN / wireless)
  • AV solutions
  • SIP design

Basic Knowledge of

  • Avaya IP Office (including ‘Powered By’)
  • Skype for Business
  • VMWare
  • PCI Compliancy
  • CRM (SF, SAP, MS-Dynamics)
  • Enghouse EICC (including QMS)

Preferred

  • Monitoring solutions
  • Microsoft O365 / M365 stack

Additional

  • Microsoft Office (i.e. skills within Word, Excel and PowerPoint)
  • Microsoft Visio Skills

Personal Attributes/Traits and Behaviours

  • Excellent verbal and written communication skills
  • Commercial awareness
  • Strong presentation skills, with the personal credibility to confidently influence Board/CFO level
  • Able to balance and prioritise demands to meet deadlines
  • Customer focused, proactive, can do approach
  • Collaborative, relationship driven / ‘human’ approach to delivering results

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.

Application Form