Director. Architecture

Galway
Permanent
Full-time

2 months ago

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
Cloud Contact Centre (CCaaS) platforms
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

Hero Recruitment

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