Solutions Architect

Job description

If you’re a Solution Architect, who thrives on learning, designing, debating, and above all, making a difference, then I dare you to read this and not be intrigued. At 5CA we’ve built a successful CX platform comprising best-in-breed SaaS services underpinned by a solid Microsoft backend. The 5CA CX platform is our key enabler: customer support  over any channel, in any language, at any time. Plus, we deliver extremely valuable BI back through the value chain to help partners improve their services. But we're not there yet - our platform needs to evolve even further, incorporating more AI, and offer more ways to innovate to make our vision of the future a reality. Are you the one to make it happen? 



We need you to provide thought leadership, taking ownership of the 5CA CX platform architecture and lead engineering efforts to evolve and mature the platform in response to market needs. You will transform innovation hypotheses into experiments, lead discovery, design and prototyping efforts to develop marketable new products. Maintain the CX platform roadmap, continually seeking input from key stakeholders to help maintain 5CA’s competitiveness.  You will work closely with your IT colleagues (Infrastructure Architect, Application Leads, Data Analysts and Scientists) to compound the value of 5CA’s engineering capability and assist with resolving critical path technical challenges. We’re much greater than the sum of our parts!


Research & Skills Development

You will perform research into service innovations, new product ideas, and client requirements for integration. Collaborate with 5CA leadership, Marketing, Sales, Account Management, IT and Data Science, and Operations for ideas generation and experimentation. Meanwhile you maintain expert knowledge of 5CA’s CX platform and products, including Zendesk, PureCloud, Azure, Dynamics and our data warehouse. You will share your knowledge freely and help mentor technical colleagues in relation to technical design standards and implementation best.


Consultative pre-Sales

You can deliver a consultative pre-sales approach: We’re experts in CX, therefore customers expect us to promote and debate better ways to deliver and integrate CX processes and the underlying technology. Help Sales & Marketing generate new business by defining, at an architectural and design level, technical solutions that align the 5CA CX platform with our clients’ business problems. Consult with Sales & Marketing to understand customer objectives and competitor offerings, converting this intel into experiments and prototypes that influence the CX platform roadmap.


This is you

  • You possess a natural curiosity for all things tech
  • You are an excellent communicator, and you're able to simplify for non-technicals
  •  You are process-driven and good at systematic thinking
  • You are independent, capable of multi-tasking and working in a fast-paced, agile environment.

Job requirements

  • 5+ years of experience in a similar role
  • Experience in a professional services environment, engaging with in- and external stakeholders
  • Proven experience in designing and implementing technical solutions that deliver business value
  • Fundamental understanding of the key technologies relevant to our CX platform integrations including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
  • Experience with ITSM or similar service delivery framework
  • Experience with ISO27001 or similar compliance framework
  • Experience developing languages relevant to the CX platform including: JSNode, PHP, Python, C#, HTML, CSS.


We offer

  • A fast-paced & dynamic workplace where every day is different and developments take place in days, not months
  • A fulfilling position within a fast-growing company (double digits!) with ambitious A-level clients
  • An inspiring environment with young, talented colleagues located all over the globe
  • Colleagues who all share a thirst for new and exciting technology and gaming as the binding factor.


About Us

We are 5CA. For the past 20 years, we've used our expertise to help our clients build their Customer Experience (CX) & Customer Support (CS) strategy. Primarily focused on the video games and consumer electronics, we provide omnichannel support using the latest technological innovations to deliver outstanding customer support.  We’re headquartered in Utrecht, The Netherlands, with offices in Los Angeles and Hong Kong. With a large proportion of our workforce being remote and leveraging best-of-breed SaaS tools, we’re a highly flexible and dynamic company able to help our clients deliver a great customer experience. We all share a thirst for new and exciting technology and gaming as the binding factor.


Piqued your interest? Then hit that apply button and tell us how you will impact 5CA!


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