OverviewDirector of Architecture - Enterprise Contact Centre. Type: Permanent. Location: Galway (Hybrid - commutable distance).ResponsibilitiesAre you ready to shape the future of customer engagement within a leading global financial services organisation? Our client is seeking a Director of Architecture to drive the transformation of their Enterprise Customer Contact Centre (EC3). This is a pivotal role where you will influence how millions of customers connect with the organisation, enabling a modern, scalable, and innovative contact experience.In this senior leadership position, you will define the capabilities, architectures, patterns, and standards that underpin the Contact Centre and Associate Desktop Experience. Working closely with Product and Technology Leads, business stakeholders, and architecture peers, you will guide the organisation through a multi-year transformation aligned to cloud-first strategy and customer-centric experience design.Qualifications10+ years in architecture or engineering, including 5+ years as a Solution Architect.Deep expertise in enterprise contact centre technologies, such as:IVR and AI driven self serviceLarge scale CCaaS implementationsRouting, orchestration, and operational performance platformsAgent desktop, workforce management, recording and analyticsStrong experience designing enterprise level cloud architectures with AWS and Azure.Exceptional communication and stakeholder management skills to influence at all organisational levels.Familiarity with enterprise UX strategy and a passion for solving complex architectural challenges.ImpactDefine and maintain Contact Centre capabilities, architectures, and standards aligned with the organisation's technology blueprint. Enable technology teams to deliver enhanced value for customers and contact centre associates. Establish meaningful performance metrics and drive measurable outcomes. Collaborate with agile leaders to develop platform designs and deliver future focused solution roadmaps. Ensure all solutions meet the highest standards for performance, scalability, and quality.Why JoinYou will play a critical role in a highly visible transformation with real customer impact. The organisation offers a collaborative culture, strong values, and the opportunity to architect next generation contact centre experiences.Our client is an equal opportunity employer committed to inclusivity and accessibility. Adecco is a disability confident employer-reasonable accommodations will be provided throughout the recruitment process as needed.If you're ready to lead at the intersection of strategy, innovation, and customer experience, we want to hear from you.Adecco Ireland is acting as an Employment Agency in relation to this vacancy.
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