- Shape the future of omnichannel customer experience
- Work with cuttingedge technology
- Join a dynamic, peoplefocused, highgrowth organisation
Fusion5 is seeking a Digital Contact Centre Architect to join our team, bringing your real world expertise and passion for omnichannel customer service delivery to meet our customers evolving needs.
About You
You know what it takes to deliver exceptional customer experiences and understand the real-world workings of modern contact centres. With consulting experience and strong communication skills, you’re confident guiding clients through transformation.
You bring practical knowledge of contact centre operations and delivery of platforms like Dynamics 365 Contact Center, Genesys Cloud, Salesforce, NICE CXone, or Amazon Connect. Curious, collaborative, and commercially aware, you’re excited to help drive Fusion5’s growth in the omnichannel contact centre space.
About Fusion5
Fusion5 is a full-service technology Transformation partner, delivering end-to-end digital solutions that help organisations innovate, optimise and scale. With deep expertise in business applications, Cloud, Security, Managed Services, Integration and AI, we bridge the gap between vision and performance. Our integrated approach empowers clients to harness Data as the foundation for intelligent, AI-driven transformations.
What you’ll do
- Lead solution discovery workshops to understand customer objectives, operational processes, and technical requirements for Dynamics 365 Contact Center.
- Design end‑to‑end contact centre architectures, producing clear solution blueprints, integration patterns, and technical specifications.
- Provide architectural leadership across implementation projects, ensuring solutions are delivered to best practice and aligned to customer needs.
- Support customers through go‑live, hypercare, and ongoing optimisation by delivering expert troubleshooting and operational guidance.
- Contribute to pre‑sales activities including solution design for bids, effort estimates, and customer presentations demonstrating solution value.
What you’ll bring
- Consulting experience with excellent written and verbal communication skills.
- Credible, hands-on understanding of contact centre operations and the realities of delivering exceptional service in a fast-evolving landscape.
Tech & industry experience (ideal)
- Deployment experience with contemporary CCaaS & CRM solutions: Microsoft Dynamics 365 Contact Center, Genesys Cloud, Salesforce, NICE CXone, Amazon Connect.
- Knowledge of telephony infrastructure plus channels such as web chat, SMS, and social.
- Familiarity with Generative & Agentic AI tools enabling autonomous/augmented service for agents.
- Understanding of reporting & insights, industry KPIs and measures of success.
Ready to Shape the Future of Customer Experience?
If you’re passionate about transforming contact centres, love working with cutting-edge technology, and want to help organisations deliver moments that truly matter, we’d love to hear from you.
Join Fusion5 and be part of a people-focused, growth-driven team where your expertise will directly influence how businesses connect with their customers.
About Fusion5
Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. When it comes to technology, there is no such thing as 'one size fits all'. We ensure our customers are offered a choice when it comes to their technology solutions.
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it’s essential to provide a workplace where our people are engaged, challenged, successful and happy, and we’ve created just that! Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality.
