Solution Implementation Lead

Contact Centre Solutions Implementation Lead

Location: Manchester, M1 3BN (office based)

Salary: circa £60k dependent on skills and experience + Benefits

Full Time

About Ciptex

Ciptex, a leader in bespoke cloud communication platforms, is seeking a skilled and customer-focused Contact Centre Solutions Implementation Lead to configure, deploy, and support advanced voice and contact centre platforms (primarily Twilio Flex) for our clients.

In this key role, you’ll combine deep technical expertise with strong communication skills to bridge the gap between customer requirements and successful technical delivery.

From initial design and configuration to post-launch support, you’ll be instrumental in ensuring each project meets our clients’ business needs and runs smoothly in a live environment.

Key Responsibilities

• Configure, deploy, and optimise Twilio Flex (or similar platform) and Ciptex RACE solutions to meet customer goals, with a focus on voice and contact centre environments
• Translate high-level business requirements into clear technical specifications
• Deliver customer training programmes, including train-the-trainer sessions and user guides
• Provide early-life support and ensure a smooth handover to ongoing support teams
• Manage integrations, data migrations, telephony/voice routing, and number porting activities with minimal disruption
• Collaborate with developers to ensure custom features and integrations align with contact centre workflows and reporting needs
• Continuously improve deployment processes, tools, and documentation

Ideal Candidate

• Proven experience working with contact centre technologies and operations (voice routing, telephony platforms, reporting, and integrations)
• Hands-on experience with Twilio Flex (or similar platform) Studio, Task Router, and Functions
• Strong understanding of contact centre processes and challenges, including workforce, customer experience, and operational reporting
• Understanding in JavaScript, REST APIs, and configuration management
• Knowledge of SQL/NoSQL databases and data migration techniques
• Excellent communication, stakeholder management, and documentation skills
• Proven ability to manage technical projects from design through to successful delivery

Desirable Skills

• Knowledge of SIP, WebRTC, and telephony protocols
• Familiarity with CRM platforms (Salesforce, Microsoft Dynamics, etc.)
• Experience with Infrastructure as Code tools
• Understanding of security and compliance requirements in contact centre environments
• Certification in Twilio or related technologies
• Experience with AWS services and serverless architectures
• Previous experience delivering solutions for enterprise contact centres or BPOs

What We Offer

• Opportunity to work on diverse, high-impact projects using industry-leading technology
• Direct involvement in shaping customer success and influencing technical innovation
• Collaborative, learning-focused environment with opportunities for career progression
• Competitive salary and benefits package
• Central Manchester office just a minute from Piccadilly Station

Interested in this Contact Centre Solutions Implementation Lead role? Please apply with your updated CV.

Upon receipt, we’ll send you a full job description outlining the role in more detail.

INDHS