Capita Customer Management (CCM) provides call centres to a range of blue chip clients, with a number of centres across the UK and abroad.

Aubyn took up a role with CCM as Solution Lead Architect for a key outsourcing deal with a new client. This involved transitioning the client contact centres onto the Capita physical estate and technology. The solutions had a number of key aspects that had to be incorporated / overcome:

• High availability and geo-redundant
• Dedicated MLPS network connectivity between sites
• Avaya telephony, IVR and Semafone PCI solution
• Applications provided over Citrix
• An advanced bespoke .NET multi-tier application that incorporates real time CTI (Computer Telephony Integration)

During this time Aubyn had multiple architects working to deliver high and low level designs for the solution – as well as creating designs himself that spanned multiple disciplines. In order to deliver a high quality solution Aubyn acted as Technical Design Authority to these architects, making sure their designs align with the wider solution.