3 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Direct message the job poster from HERO RecruitmentEmail address: stem@hero.ieContact number: 0868395533Job Title: Director – Architecture, Enterprise Contact CenterLocation: GalwayType: PermanentOverview:Our client, a leading global organisation undergoing major cloud and digital transformation initiatives, is looking for a highly experienced Director of Architecture to play a key role in shaping the future of their Enterprise Contact Centre (EC3) and Associate Desktop Experience platforms.This is an excellent opportunity for a technology leader with a strong background in enterprise architecture and a deep understanding of contact centre technologies to contribute to a transformative programme impacting customer experience, operational efficiency, and future scalability.Key Responsibilities:Define and deliver capabilities, solutions, architectures, patterns, and standards for enterprise-level contact centre platforms and associate desktop solutions.Collaborate closely with product and technology leadership, key business stakeholders, and architecture teams to align on future state vision and roadmap.Guide the design and delivery of scalable, high-performance cloud-based infrastructure and services using platforms such as AWS and Azure.Enable cross-functional teams through architecture blueprints and ensure compliance with best practices and architectural standards.Contribute to enterprise-level user experience strategies and influence end-to-end design decisions.Monitor and measure solution performance against defined metrics and continuously optimise architecture for better outcomes.Support agile product delivery by working alongside product area leaders, chapter leaders, and agile teams.Required Experience & Skills:10+ years of experience in architecture or engineering, with a minimum of 5 years in a solutions architecture role.Extensive expertise (5+ years) in one or more of the following contact centre technology areas:InfrastructureIVR and AI-driven self-serviceAgent desktop solutions (agent assist, workflow automation)Workforce management and performance analyticsRecording and screen capture solutionsStrong background in designing and delivering enterprise infrastructure in public cloud environments (AWS, Azure).Proven communication and stakeholder engagement skills with the ability to influence at all levels.Experience contributing to enterprise-level user experience (UX) strategies.Demonstrated ability to solve complex technical and business problems with innovative solutions.What’s on Offer:Opportunity to influence the architecture of a major enterprise transformationWork in a forward-thinking, agile, and highly collaborative environmentPlay a pivotal role in delivering high-value customer and associate-facing technologiesSeniority levelSeniority levelDirectorEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesSoftware Development and IT System Testing and EvaluationReferrals increase your chances of interviewing at HERO Recruitment by 2xGet notified about new Director of Architecture jobs in Galway, County Galway, Ireland.Galway, County Galway, Ireland 5 days agoDirector of Architecture, Enterprise Contact CentreGalway, County Galway, Ireland 1 week agoGalway, County Galway, Ireland 1 week agoSenior Architect, Director Contact CenterGalway, County Galway, Ireland 4 days agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr