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Director of Architecture - Contact centre
Type: Permanent
Location: Galway - within commutable distance
This is an individual contributor role with focus specifically on a direct, hands-on architectural experience within the Contact Center domain.
Are you ready to take on a pivotal role in transforming the future of customer engagement? Our client, a leading organisation in the financial sector, is seeking a dynamic Director of Architecture for their Enterprise Customer Contact centre. This is an incredible opportunity to shape how customers interact with the organisation, driving innovation and excellence in service delivery.
About the Role:
As the Director of Architecture, you will be at the forefront of defining the capabilities, solutions, and standards that will power our client's Contact centre and Associate Desktop Experience. Collaborating closely with product and technology leads, business stakeholders, and fellow architects, you will help craft a vision that meets the evolving needs of both associates and clients.
What You'll Bring:
Experience: Over 10 years in architecture or engineering roles, including at least 5 years as a solution architect.
Expertise: Deep understanding (5+ years) of enterprise contact centre operations, including:
- Infrastructure
- IVR and AI self-service experiences
- Large CCaaS implementations
- Agent desktop solutions, including assist and workflow automation
- Operational performance capabilities (workforce management, recording, data analytics)
Cloud Savvy: Proven experience designing enterprise-level infrastructure using public cloud technologies, specifically AWS and Azure.
Communication Skills: Exceptional interpersonal skills to influence decisions and build relationships at all organisational levels.
User Experience Strategy: Familiarity with enterprise user experience strategies.
Problem Solver: A passion for tackling complex challenges and delivering innovative solutions.
The Impact You'll Make:
Develop and maintain Contact centre capabilities, solutions, architectures, and guidelines that align with the organisation's vision.
Empower technology leaders to enhance value for customers and operational associates.
Establish metrics to measure performance, ensuring alignment with business and technology objectives.
Collaborate with agile leaders to create platform designs and solution roadmaps.
Uphold high standards for quality, performance, and scalability in all delivered solutions.
Why Join?
This is more than just a job-it's an opportunity to be part of a transformative journey within a respected organisation. You'll work in a collaborative environment that values innovation, creativity, and the drive to exceed expectations.
If you're excited about leading architectural strategies that will redefine customer experiences, we want to hear from you!
Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco Ireland is acting as an Employment Agency in relation to this vacancy.
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Technology, Information and Internet
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