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Technical Architect - Contact Centre as a Service - Contract
Location: Any UK HMRC Regional Centre
Dates of tenure: 1st April 2026 - 29th January 2027
The CCaaS Technical Architect will serve as a pivotal figure in developing the Solution Design Document for the CCaaS delivery, ensuring the design is both robust and coherent while fully aligning with HMRC’s overarching architectural vision. By collaborating closely with HMRC Architecture & Business teams and Supplier teams, this role will navigate across organisational and programme boundaries, maintaining consistency with core enterprise principles and ensuring seamless integration with related initiatives, including CRM systems and other dependent platforms.
A key responsibility will be to guarantee that solution designs—both for CCaaS itself and its integration layers—adhere to the enterprise architecture and the objectives of the wider programme. The role-holder will take a proactive approach to identifying potential design risks, supporting mitigation efforts, and providing practical input across documentation, governance, and assurance processes. This encompasses guiding all design artefacts through HMRC’s established technical design governance pathways, making certain each artefact achieves the required standards prior to approval.
After the approval of design artefacts, the architect will remain actively involved throughout the entire delivery lifecycle. They will collaborate closely with network, integration, and data architects to facilitate successful implementation, address technical challenges as they emerge, and ensure the delivered solution remains true to the original, agreed-upon design. Their continued engagement will help resolve problems efficiently, foster cross-team alignment, and promote smooth progress through the build, testing, and transition phases.
Furthermore, as a trusted technical architect, the role-holder will work alongside HMRC’s design authority, contributing valuable expertise to support informed decision making and sustaining design coherence across the entire programme.
Further background information on the wider programme context is available in the public domain via Omni-Channel Contact Centre as a Service (CCaaS) Find a Tender
We will need to see strong evidence of the following essential criteria in your CV in order for you to be successful in your application.
Essential Criteria: