Ellison Coast Limited

Contact Centre Solutions Architect Role overview You'll work directly with clients to capture requirements and design the right contact centre technology solutions to meet their business challenges. Acting as a trusted technical advisor, you'll articulate solutions and business value through clear client-facing documentation, run workshops and technology showcases, and support the sales community on key deals. Key responsibilities Capture client requirements and architect appropriate technology solutions Produce clear, concise client-facing documentation that articulates business value Conduct workshops and showcases to demonstrate the value of proposed solutions Use vendor pricing and design tools, collaborating with internal stakeholders on commercial elements Build and maintain strong relationships with clients and internal teams as a trusted advisor Act as subject matter expert on NICE CXone Mpower - positioning its AI powered capabilities, omnichannel routing, workforce engagement management (WEM), and analytics to clients at all levels Develop and nurture peer relationships with key partners, with particular focus on NICE as a strategic contact centre partner Stay current with emerging technologies and trends, and contribute to proposition development Mentor team members and contribute to design best practice Skills & experience required Strong client facing and stakeholder relationship skills across all levels Excellent communication skills - able to listen, understand and tailor messaging to the audience Confident articulating solutions and business value, verbally and in writing Thorough understanding of contact centre technologies, including ACD, IVR, WFO, CTI and multi channel Experience designing or deploying contact centre solutions Knowledge of NICE CXone Mpower (AI powered omnichannel routing, WEM, real time analytics) highly desirable; Cisco Contact Centre experience desirable Familiarity with the NICE partner ecosystem and ability to position NICE alongside complementary technologies such as Cisco Strong analytical, problem solving and independent judgement skills Attention to detail, numerate, with negotiation and report creation abilities

Ellison Coast Limited is seeking a highly experienced technical specialist to independently lead and execute technology initiatives across Contact Centre, Voice AI, Agent Assist, Data Integration and Platform Engineering. This hands-on role requires broad IT experience, strong problem solving, and the ability to own end to end delivery from requirements to production support. The successful candidate will combine solution architecture, software engineering, integrations and DevOps to deliver

Role Overview We are seeking a highly experienced technical specialist who can independently lead and execute a wide range of technology initiatives across Contact Centre, Voice AI, Agent Assist, Data Integration and Platform Engineering domains. This is a hands on technical role requiring an individual with broad IT experience, strong problem solving capability and the ability to rapidly understand and deliver solutions across multiple technology stacks. The successful candidate will be expected to operate with minimal supervision, engage directly with business and technical stakeholders, and take ownership of end to end delivery from requirements through to production support. The ideal candidate will be a seasoned technology professional who combines solution architecture, software engineering, systems integration, infrastructure knowledge and operational delivery expertise. Technical Skills Required Software Development Strong understanding of software development principles. Practical development experience (JavaScript preferred). Ability to read, understand and modify existing application code. Experience with source control and Git based development practices. Integration & APIs Strong understanding of REST APIs and web services. Experience defining, consuming and troubleshooting APIs. Familiarity with authentication technologies including OAuth and SSO. AI & Emerging Technology Practical prompt engineering experience. Understanding of Large Language Models (LLMs). Familiarity with MCP frameworks and AI orchestration concepts. Experience testing and evaluating AI systems. Data & SQL Understanding of ETL concepts. Understanding of Data Warehouse architectures. Basic to intermediate SQL capability. Experience working with data integration patterns. DevOps & Release Management Experience implementing CI/CD pipelines. Azure DevOps and/or GitHub Actions experience. Automated testing implementation experience. Release management and production deployment experience. Infrastructure & Enterprise Technology IP Networking DNS SSO Authentication Firewalls and IP Whitelisting Secure Tunnels and VPN Connectivity Monitoring and Alerting Platforms Web Services and APIs Change Management and Hypercare Support Telephony & Contact Centre VoIP SIP Signalling RTP Media Streams IVR Platforms Contact Centre Desired Characteristics Highly self sufficient. Strong ownership mentality. Able to independently investigate and solve technical problems. Comfortable operating across multiple technology domains Able to engage effectively with business stakeholders, suppliers and technical teams. Pragmatic, delivery focused and hands on.