Solution Architect - Contact Centre Transformation

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The Role: Solution Architect – Contact Centre Transformation

Join our dynamic Architecture & Engineering team at British Airways as a Solution Architect, where you’ll be at the forefront of shaping the next generation of customer contact experiences. As we transform our contact centre capabilities with technologies like Genesys Cloud CX and AWS Connect, this role offers a unique opportunity to craft innovative, scalable solutions that elevate our customer journeys.

What You’ll Do:

Define and deliver contact centre solutions that align with British Airways’ strategic and technical vision, ensuring seamless integration with platforms such as Genesys Cloud CX and other CCaaS technologies. Collaborate closely with product and engineering teams to translate business challenges into clear, actionable technical architectures, particularly across customer engagement touchpoints. Evaluate and design application and integration architectures that support high availability, scalability, and future-proofing for voice and digital channels. Influence decision-making by working across both business and IT domains, balancing requirements to optimise usability and enterprise compliance. Partner with vendors and internal stakeholders to assess third-party deliverables and ensure alignment with BA’s architectural standards. Support quality assurance through proactive review cycles, test planning, and post-implementation validation of solutions to ensure benefits are realised. Maintain strategic oversight of legacy systems such as Verint where appropriate, while helping shape our roadmap toward cloud-first, digitally enabled platforms.

What You’ll Bring to British Airways:

A passion for crafting excellent customer experiences through technology, with a strong focus on modern contact centre ecosystems. Clear and collaborative communication skills with a strong ability to influence and partner across senior stakeholder groups. A structured and resilient approach to problem-solving, with the ability to thrive in a fast-moving agile environment. An innovative and inquisitive mindset, always seeking opportunities for improvement and learning.

Your Experience:

Demonstrable experience architecting and delivering CCaaS solutions, ideally with Genesys Cloud CX and AWS Connect. Proven background in solution architecture, including system integration, service-level agreements, and cloud-based deployment strategies. Solid grasp of Agile and SAFe methodologies, with experience working in digital product teams. Familiarity with legacy systems such as Verint and a strategic approach to migration or coexistence planning. Excellent understanding of cloud infrastructure, security, and enterprise integration.

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.