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Email address: stem@hero.ieContact number: 0868395533
Job Title: Director – Architecture, Enterprise Contact Center
Location: Galway
Type: Permanent
Overview:
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:
* Infrastructure
* IVR and AI-driven self-service
* Agent desktop solutions (agent assist, workflow automation)
* Workforce management and performance analytics
* Recording and screen capture solutions
* Strong 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 transformation
* Work in a forward-thinking, agile, and highly collaborative environment
* Play a pivotal role in delivering high-value customer and associate-facing technologies
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Software Development and IT System Testing and Evaluation
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