Are you a Solution Architect with a passion for designing intelligent, scalable digital ecosystems that transform customer experience and operational performance? Do you thrive at the intersection of technology, operations, and commercial value, shaping solutions that solve real business problems?

At Ventrica, we’re building the next generation of customer operations — and we’re looking for a Solution Architect to play a pivotal role in that journey.

In this role, you’ll own the end-to-end solution architecture for digital and blended customer contact solutions, working across Sales, Delivery and Operations. You’ll lead discovery, architect future-proof solutions, validate technical feasibility, and act as the technical authority throughout the sales and solution lifecycle. You’ll also be a trusted partner to our Clients, helping them reimagine how technology can elevate customer journeys and agent experience at scale.

If you enjoy shaping complex solutions, influencing senior stakeholders, and turning ambition into executable design, we’d love to talk.

What You’ll Be Doing;

End-to-End Solution Architecture

Own the architectural design of blended customer contact solutions with a strong focus withing Zendesk & Amazon Connect, ensuring they integrate seamlessly into operational environments

Design scalable, secure, and resilient solutions that optimise customer journeys, remove friction, reduce waste, and enhance agent productivity

Ensure solutions align with both Client objectives and Ventrica’s operating model

Discovery & Operating Model Design

Lead and/or support client discovery workshops, mapping customer journeys, processes, data flows, and operational constraints

Translate business challenges into clear architectural designs and solution blueprints, spanning people, process, and technology – focus within Zendesk technologies. Must have deep knowledge of Zendesk suite of products

Contribute to broader target operating model design, identifying where digital solutions unlock value within BPO and contact centre environments – deep technical understanding of Twilio & Amazon Connect will help significantly

Pre-Sales & Commercial Support

Act as the Zendesk technical authority within the sales cycle, partnering closely with Account Executives

Shape solution narratives, value propositions, and blended proposals that clearly articulate business and CX outcomes within the Zendesk ecosystem

Scope, design, and deliver compelling product and solution demonstrations aligned to Client needs

Support contract discussions with strong technical, digital, and operational insight

Technical Assurance & Delivery Collaboration

Validate the technical feasibility, cost, and delivery approach of proposed Zendesk solutions

Work closely with Delivery and Operations teams to ensure architectural integrity from design through implementation

Support RFI/RFP responses with high-quality, value-led digital and architectural content

Partner & Ecosystem Engagement

Build strong working relationships with partners technical and commercial teams

Stay current on platform capabilities and roadmap, leveraging partner expertise to strengthen solution design

Contribute to the evolution of Ventrica’s solution standards, patterns, and best practices

What You Bring to the Role;

Experience & Expertise

Proven experience with hands on designing end-to-end digital solutions that deliver measurable CX and operational outcomes with Zendesk and Amazon Connect

Strong hands-on experience with CX and Contact Centre technologies,

Experience with partners such as Zendesk, Stylo, Cloudset, Unbabel, agnoStack, Twilio and/or Amazon Connect is highly valued

Architectural & Commercial Strength

Demonstrated ability to translate complex business requirements into robust, future-proof technical architectures in Zendesk

Strong consultative selling capability — able to engage Clients, challenge constructively, and design solutions that deliver real value

Experience scoping, leading, and executing solution and product demonstrations

Stakeholder & Communication Skills

Excellent relationship-building skills, from operational teams through to senior and C-suite stakeholders

Confident communicator, able to present complex architectures clearly through diagrams, documentation, and executive-level presentations

Seen as a trusted advisor, not just a technical expert

CX & Operational Insight

Strong understanding of Customer Experience strategy, CX technologies in particular Zendesk & Amazon Connect, and how digital solutions operate within broader business systems

Outstanding problem-solving skills, with the ability to align business outcomes to technical solutions

Preferred Experience

Knowledge across a broad digital and CX technology landscape

Experience within BPO and/or Contact Centre environments, including target operating model design

Background designing enterprise-scale, multi-faceted solutions in fast-paced, customer-focused organisations

Proven collaboration across Sales, Solution, Delivery, and Operations teams

Comfortable operating in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution