Director, Architecture - Enterprise Contact Centre

3 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from HERO Recruitment

Email address : 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 Referrals increase your chances of interviewing at HERO Recruitment by 2x

Get notified about new Director of Architecture jobs in Galway, County Galway, Ireland .

Galway, County Galway, Ireland 5 days ago

Director of Architecture, Enterprise Contact Centre Galway, County Galway, Ireland 1 week ago

Galway, County Galway, Ireland 1 week ago

Senior Architect, Director Contact Center Galway, County Galway, Ireland 4 days ago

We're unlocking community knowledge in a new way.

Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr