CCaaS Technical Architect

CCaaS Technical Architect - Contract

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 designsboth for CCaaS itself and its integration layersadhere 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 largescale contact centre programmes, with handson 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 postapproval to support build, test, and transition while ensuring implementation aligns with approved designs.
• Risk, Dependency and CrossDomain 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 crosscutting issues and unblock delivery challenges.
• Advisory Capability, Stakeholder Engagement and Ways of Working
  Demonstrable experience acting as a trusted technical adviser within complex, multiteam and multisupplier environments, with strong stakeholder management skills, the ability to clearly communicate complex technical concepts and tradeoffs to nontechnical audiences, and a track record of producing highquality architectural documentation suitable for corporate governance and assurance