We are looking for a Contact Centre Technology Lead to take ownership of the core technology platforms that power our customer contact operations.This role sits at the intersection of technology, operations, and customer experience, ensuring our contact centre systems run reliably during both normal operations and high-pressure disruption scenarios.You will lead the operational health, reliability, and continuous improvement of our contact centre platform built around Salesforce Service Cloud and Amazon Connect. The position requires someone who can combine strong technical understanding with operational leadership and stakeholder management.What You’ll Be Responsible ForPlatform Operations & ReliabilityOwn the operational health of the contact centre technology stack including Amazon Connect and Salesforce Service Cloud.Monitor system performance, capacity, and reliability across voice and digital channels.Implement monitoring, alerting, dashboards, and operational runbooks.Maintain integrations between telephony, CRM, and supporting systems.Ensure systems remain stable and scalable during peak demand and disruption events.Incident & Problem ManagementLead and coordinate major incidents affecting customer contact channels.Manage detection, triage, communication, escalation, and resolution processes.Run post-incident reviews and drive root cause analysis.Track improvement actions to prevent future incidents.Stakeholder CollaborationPartner closely with Contact Centre leadership and operational teams.Translate operational issues into prioritised technology improvements.Deliver regular service reviews covering system health, KPIs, and risks.Manage relationships with technology vendors and implementation partners.Own escalation paths and service reviews.Coordinate delivery of platform improvements and upgrades.What Success Looks LikeClear operational visibility across contact centre technology performance.Improved reliability and reduced incidents across the platform.Strong incident management processes and post-incident learning.Continuous improvements to frontline KPIs such as:Average Speed of Answer (ASA)Average Handle Time (AHT)Abandonment RateExperience operating contact centre technology platforms in a high-volume environment.Hands-on experience with Salesforce Service Cloud.Experience with Amazon Connect.Strong experience managing incidents and operational reliability.Understanding of contact centre performance metrics.Nice to HaveExperience with Service Cloud Voice integrated with Amazon Connect.Knowledge of AWS services such as Lambda, Kinesis, S3, or CloudWatch.Experience with Workforce Management (WFM), QA tools, speech analytics, or chatbots.Familiarity with ITIL or Site Reliability Engineering (SRE) practices.Experience supporting real-time operational environments.Key SkillsStrong systems thinking across CRM, telephony, and cloud platformsData-driven problem solvingAbility to collaborate across technology and operations teams
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