Communications Architect

Rentokil Initial

Architecting customer experience solutions focusing on the Genesys Cloud platform. Designing integrated communication solutions across customer journey touchpoints.

Posted 5/5/2026full-timeCrawley • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Designing and documenting solutions that are customer-centric, scalable, and integrated across various channels.
Selecting and integrating appropriate technologies to enhance the customer journey.
Providing technical leadership and guidance to development teams.
Ensuring adherence to architectural principles and standards.
Collaborating with stakeholders to translate business needs into technical solutions that improve CX.
Ensuring design activities follow best practice principles in line with the company architectural strategy.
Define and maintain the technical architecture for communication and CX solutions.
Design and document solutions for new initiatives and enhancements.
Integrate various platforms and systems with our Genesys platform.
Provide technical guidance and support to development teams.
Ensure adherence to architectural principles and security standards.
Collaborate with stakeholders across the business to gather requirements and feedback.
Monitor and optimise the performance and effectiveness of communication solutions.
Stay up-to-date on emerging technologies and trends in the CX and Genesys space.

Requirements

What you’ll need

Proven experience as a Technical/Communications Architect for CX solutions.
Experience with Unified Communications platforms, specifically Genesys.
Proficiency in UML documentation, Data Modelling, and Design.
Familiarity with Architecture frameworks (e.g., TOGAF).
Education: IT-related or relevant degree.
Genesys Certification:
Certification Genesys Cloud CX Professional.
Genesys Cloud CX Architect.
Genesys Cloud CX Developer.
IVR (Interactive Voice Response): Designing menus and self-service paths.
ACD (Automated Call Distribution): Creating routing logic (e.g., skill-based routing or predictive routing).
Bot Integration: Connecting AI bots into communication flows.
WEM & Analytics: Knowledge of Workforce Engagement Management (WEM) and reporting tools like Genesys Pulse or Performance Dashboards to measure contact center efficiency.
Methodology: Experience with Agile development methodologies.
Communication: Excellent communication and interpersonal skills.
Analytical: Strong problem-solving and analytical skills.

Benefits

Comp & perks

Competitive salary and bonus scheme
Hybrid working
Rentokil Initial Reward Scheme
23 days holiday, plus 8 bank holidays
Employee Assistance Programme
Death in service benefit
Healthcare
Free parking

ATS Keywords

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Hard Skills & Tools

Technical ArchitectureUnified CommunicationsUML DocumentationData ModellingDesignIVRACDBot IntegrationWEMAgile Development

Soft Skills

Technical LeadershipCollaborationCommunicationInterpersonal SkillsProblem-SolvingAnalytical Skills

Certifications

Genesys CertificationGenesys Cloud CX ProfessionalGenesys Cloud CX ArchitectGenesys Cloud CX Developer