Technical Architect - Contact Centre as a Service

CompanyHM Revenue & Customs

LocationEngland, United Kingdom

Posted At3/6/2026

UK Visa Sponsorship Analytics

Analytics are greyed out due to low classification confidence (48.0%).

Occupation Type

IT business analysts, architects and systems designers

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£54,900 (£28.15 per hour)

Occupation rate applies

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Description

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:

Architecture, Governance and Delivery Experience

Demonstrable experience working on complex digital or technology programmes, with a strong understanding of working with different delivery groups, architectural forums, governance routes, assurance processes, and design patterns, including progressing designs through formal approval stages.

CCaaS and Enterprise Solution Architecture Expertise

Proven experience operating as a senior Solution Architect on large‑scale contact centre programmes, with hands‑on exposure to CCaaS platforms and vendors aligned to the scope of HMRC’s CCaaS procurement [hyperlink in job description], and a solid understanding of CCaaS integration across CRM, networks, integration layers, data platforms, and dependent enterprise services.

Design Leadership and Delivery Alignment

Significant experience producing and contributing to Solution Design Documents and associated artefacts, working collaboratively with accountable architects and delivery teams, and remaining engaged post‑approval to support build, test, and transition while ensuring implementation aligns with approved designs.

Risk, Dependency and Cross‑Domain Management

Strong ability to identify architectural and technical risks early, raise them through appropriate forums, and support mitigation, including close collaboration with network, integration, and data architects to address cross‑cutting issues and unblock delivery challenges.

Advisory Capability, Stakeholder Engagement and Ways of Working

Demonstrable experience acting as a trusted technical adviser within complex, multi‑team and multi‑supplier environments, with strong stakeholder management skills, the ability to clearly communicate complex technical concepts and trade‑offs to non‑technical audiences, and a track record of producing high‑quality architectural documentation suitable for corporate governance and assurance