• Provide technical leadership as the Subject Matter Expert for enterprise cybersecurity log data management and SIEM solutions • Design secure, highly available, modular, and maintainable solutions • Produce and maintain High-Level Designs (HLDs), Low-Level Designs (LLDs), reference architecture, and standards • Partner with engineering, enterprise architecture, infrastructure, cloud, and security operations teams

• Own the design and evolution of Hummingbird's WFM delivery model across all client operations. • Define platform-agnostic WFM standards for forecasting, scheduling cadence, and capacity governance that hold consistently regardless of the underlying system. • Translate operational WFM requirements into design decisions for Hummingbird's Genesys platform build. • Assess WFM maturity for both internal operations and client environments, and deliver actionable recommendations to advance maturity in each. • Partner with the WFM Senior Manager to translate delivery-model standards into day-to-day operational guidance. • Incorporate client-specific delivery feedback into the ongoing evolution of WFM standards. • Guide stakeholders through root-cause analysis and tradeoffs on complex or high-risk WFM engagements. • Document decisions and tradeoffs so teams can execute consistently against the standard. • Teach others to work within evolved WFM models through documentation, coaching, and forums. • Evaluate how AI and automation, including agentic tools, should factor into WFM planning and capacity decisions as human and AI-driven work become part of the same staffing model.

Role Description As Solution Architect, you will own the complete technical architecture for a cloud contact centre platform transformation. This role sits at the heart of a large-scale programme, where you'll define the technical blueprint, lead integration design across multiple systems, and provide governance throughout build and deployment. You'll work directly with client stakeholders, guiding technical decisions and ensuring the solution meets both current requirements and future scalability needs. Your expertise will shape how the organisation delivers customer service across voice, digital and AI-enabled channels. Responsibilities - Own end-to-end solution architecture for the target CCaaS platform - Produce comprehensive technical blueprints and design documentation - Support client-led RFP processes by defining technical requirements and evaluation criteria - Design integration architecture across CRM, source systems, middleware and APIs - Lead technical governance covering architectural decisions, standards and design authority - Manage technical risk identification and mitigation throughout the programme - Provide technical assurance through testing phases and go-live readiness activities - Act as senior technical adviser to client stakeholders and project leadership Qualifications - Proven experience as Solution Architect on enterprise cloud contact centre implementations - Strong hands-on architecture experience with leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr or Avaya - Deep integration architecture background covering CRM integration, REST and SOAP APIs, middleware and event-driven patterns - Experience producing technical blueprints and design authority artefacts - Expertise across omnichannel estate including voice, IVR, digital channels, routing, AI/bots, workforce management and analytics - Track record of technical governance on gated, structured programmes - Excellent client-facing communication skills with ability to explain complex technical concepts clearly - Desirable: Relevant platform or architecture certifications such as TOGAF, consulting delivery background, exposure to AI-led customer experience, familiarity with contact centre operating models, Arabic language ability Benefits - Travel and accommodation covered for client-site work in line with company policy - Flexible, remote-first working arrangements with on-site delivery when required - Opportunity to lead a high-profile, enterprise-scale transformation programme - Work with cutting-edge CCaaS platforms and emerging AI technologies - You'll work within a merit-based consultancy environment that values technical excellence and practical delivery. - The role offers genuine ownership over technical architecture and the opportunity to shape a major customer experience transformation from design through to go-live.

• Designs and develops Domain IT architecture (integrated process, applications, data and technology) solutions to business problems in alignment with the enterprise architecture direction and standards. • Utilizes in-depth conceptual and practical knowledge in Domain Architecture to perform complex technical planning, architecture development and modification of specifications for Domain solution delivery. • Solves complex problems and partners effectively to execute broad, continuous Domain level architecture improvement roadmaps that impacts the organization. • Works independently, receives minimal guidance and direction to solve for and influence Enterprise and System architecture through Domain level knowledge. • Reviews high level design to ensure alignment to Solution Architecture. • May lead projects or project steps within a broader project or may have accountability for ongoing activities or objectives. • Mentor developers and create reference implementations/frameworks. • Partners with System Architects to elaborate capabilities and features. • Delivers single domain architecture solutions and executes continuous domain level architecture improvement roadmap. • Actively supports design and steering of a continuous delivery pipeline. • Plans Architecture runway for a full solution and fosters built-in quality for entire solution. • Establishes and supports definition of Non-Functional requirements.