Solutions Designer – Contact Centre Full Time NEW

The Solutions Designer supports BT Business by shaping, designing, and pricing standard contact centre solutions that help our sales teams win and grow profitable business. Working closely with sales specialists, customers, and internal technical teams, the role focuses on translating customer contact centre requirements into clear, scalable, and commercially sound CCaaS solutions.

This role provides exposure to leading cloud contact centre platforms and offers strong development opportunities within solutions design and customer experience.

What You’ll Be Doing

• Supports sales specialists by reviewing Statements of Requirement and consulting with customers to clarify contact centre needs, priorities, and desired outcomes.
• Designs and prices standard cloud contact centre solutions using BT’s CCaaS and UCaaS portfolio, including platforms such as Genesys, Five9, Webex Contact Centre, RingCX, and Anywhere365.
• Works with internal BT teams (Technical Presales, Product, Pricing Support) and external vendors to build accurate, compliant, and commercially viable solutions.
• Produces customer‑facing solution documentation, presentations, and pricing summaries, supporting proposal development and deal progression.
• Manages solution pricing activities in line with BT governance processes, including vendor deal registration and internal approvals.
• Supports solution handover to delivery teams, ensuring designs are clearly documented and aligned to customer expectations.

Essential Skills / Experience

• Experience in a contact centre, telecoms, CCaaS/UCaaS, solutions design, or pre‑sales environment
• Ability to consult with customers and translate requirements into structured, standardised solutions
• Understanding of contact centre concepts such as call routing, agent environments, integrations, and cloud‑based platforms
• Effective communication, with confidence engaging technical and non‑technical stakeholders
• Well organised, able to manage multiple opportunities and priorities simultaneously

Desirable Skills / Experience

• Hands‑on experience or certifications with CCaaS or UCaaS platforms (e.g. Genesys, Five9, Webex, NICE, Amazon Connect)
• Experience supporting pricing, proposals, or commercial governance within a sales environment
• Awareness of wider telecoms, connectivity, security, or PCI‑compliant solutions
• Interest in emerging contact centre technologies, including AI‑driven customer experience capabilities

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK

We’re a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.