▷ [11/10/2025] Customer Solutions Design Specialist

Job Description Accountabilities: Captures detailed customer technical requirements and translation to detailed solution design in accordance with design methodologies. Manages and recommends on the technical direction and helps determine the optimum solution design for customers. Manages the review and validation processes for both new developments and in-life products and services, ensuring full integration across all aspects, considering the broad impact of solutions on the product roadmap. Drives the improvement of design and delivery capabilities for end-to-end technical solutions. Manages customer solution design engagement and statement of work creation, including any 3rd party deliverables. Facilitates the development of strong customer relationships at the senior level through providing specialist service design expertise, and influencing the customer's service strategy and operational decisions. Drives consistency in architecture and technical processes, with the aim of reducing costs and increasing productivity. Undertakes customer migration planning and implementation. Coordinates impact assessments and design documentation updates. Resolves complex solution and service issues, leads root cause analysis, troubleshooting and escalation. Pursues the identification of potential risks and the implementation of controls and mitigations, ensuring compliance with relevant industry and company policies. Ensures the delivery of thought leadership in complex bids and agreeing strategic approach as part of customer solution design. Mentors other customer solution designers, helping to improve the team's abilities by acting as a technical resource. Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer solution design. Skills & Experience Required: Technology Integration Chooses and refines the technologies employed in a new product, process, or service. Expert Risk Management Identifies, evaluates and manages risks by developing and implementing strategies, frameworks, policies, procedures and practices. Intermediate Business Process Improvement Analyses business processes and workflows within the organisation and identifies new approaches to redesign business activities or optimise performance, quality and speed of processes. Intermediate Customer Relationship Management Maintains relationships with customers, cultivating a favourable reputation by meeting customer needs in an effective and timely manner and using data analysis to track and manage the overall relationship. Intermediate Solution Architecture Develops solutions which fit within the enterprise architecture in terms of information architecture, system portfolios and integration requirements. Expert Solution Design Develops solutions which fit within the enterprise architecture in terms of information architecture, system portfolios and integration requirements. Expert Requirements Analysis Verifies that solutions will meets business and operational requirements and that the solution fits into a larger architectural strategy and underlying infrastructure. Expert Troubleshooting Applies problem solving methods to repair failed products or processes. Advanced Technology Migration Takes actions to move from one technology operating environment to another. Intermediate Commercial Acumen Possesses knowledge of critical business concepts relevant to the business unit and demonstrates ability to use deep business knowledge to inform decision-making. Intermediate Negotiation Reaches compromise or agreement while avoiding argument and dispute. Intermediate Presenting / Demonstrating Describes a product or service to the prospect and giving the customer an opportunity to verify facts and understand how it works. Intermediate Proposal Development Develops a compelling proposal including assessment of competitive positioning and identifying steps to be taken. Intermediate Growth Mindset The belief that talent, ability and skills can be developed through a commitment to continuous learning and reflection. Intermediate Inclusive Leadership Leverages diverse and inclusive thinking to maximise the effectiveness and success of teams, policies, practices, and products. Intermediate Learning Agility Learns skills relevant to position or aspirations Intermediate Network Routing Design and implementation of paths across one or more networks. Expert Network Switching Design and implementation of network switching to facilitate the transfer of data. Expert Change Management Network routing is the process of selecting a path across one or more networks. Expert Incident Management Network routing is the process of selecting a path across one or more networks. Expert Specialisms & Experience you'll be focusing on (1 or more): Skill Description Proficiency Cisco Voice Design and implementation of Cisco UC environment including Cisco UC Application Servers, Voice gateways, Analog Voice Gateways, CUBEs, Expressways etc. in hosted and on-premises environments. Advanced Proficiency definitions Proficiency Definition Foundation Has enough knowledge to complete tasks with some guidance when needed. Intermediate Has enough knowledge to complete all tasks without guidance. Advanced Has enough knowledge to lead on key elements with limited supervision. Expert Leads on all elements without supervision and is seen as a source of knowledge on the subject. Why this job matters The Customer Solutions Design Specialist independently executes a range of workstreams in the creation of end-to-end technical designs, ensuring that business requirements are successful translated into deliverable solutions, which meet customer needs whilst considering the impact of those solutions on all technical and business areas. What You'll Be Doing 1 - Captures detailed customer technical requirements and translation to detailed solution design in accordance with design methodologies. 2 - Manages and recommends on the technical direction and helps determine the optimum solution design for customers. 3 - Manages the review and validation processes for both new developments and in-life products and services, ensuring full integration across all aspects, considering the broad impact of solutions on the product roadmap. - Drives the improvement of design and delivery capabilities for end-to-end technical solutions. - Manages customer solution design engagement and statement of work creation, including any 3rd party deliverables. - Facilitates the development of strong customer relationships at the senior level through providing specialist service design expertise, and influencing the customer's service strategy and operational decisions. - Drives consistency in architecture and technical processes, with the aim of reducing costs and increasing productivity. - Undertakes customer migration planning and implementation. - Coordinates impact assessments and design documentation updates. - Resolves complex solution and service issues, leads root cause analysis, troubleshooting and escalation. 11 - Pursues the identification of potential risks and the implementation of controls and mitigations, ensuring compliance with relevant industry and company policies. 12 - Ensures the delivery of thought leadership in complex bids and agreeing strategic approach as part of customer solution design. 13 - Mentors other customer solution designers, helping to improve the team's abilities by acting as a technical resource. - Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer solution design. The Skills You'll Need Troubleshooting Technology Integration Decision Making Requirements Analysis Growth Mindset Risk Management Negotiation Commercial Acumen Solution Design Technology Migration Inclusive Leadership Proposal Development Solution Architecture Our leadership standards Looking in: Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes I take the right decisions that benefit the broader organisation. Looking out: Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making. Looking to the future: Growth mindset I experiment and identify opportunities for growth for both myself and the organisation. Building for the future I build diverse future-ready teams where all individuals can be at their best. At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world's leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it's about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you'll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.