Director – Architecture, Enterprise Contact Center - Permanent Position
Location: Galway (1 week a month in the office, the rest remote)
We’re working with a leading global financial services organization that’s undergoing a major cloud and digital transformation — particularly across its customer-facing platforms. As part of this shift, their Enterprise Contact Center (ECC) group is reimagining how customers and associates interact through modern architecture, cloud solutions, and AI-powered tools.
They’re looking for a Director of Architecture to lead the design of capabilities, frameworks, and standards across the contact center platform — including associate desktop experience, automation, and customer journey solutions.
What You’ll Be Doing
- Defining and evolving architectural patterns, technical capabilities, and solutions for contact center technologies and associate-facing tools.
- Collaborating with product leaders, engineering teams, and stakeholders to develop strategic roadmaps and ensure scalable, high-performing solutions.
- Enabling and supporting teams in the delivery of cloud-native platforms and services.
- Playing a key role in modernizing legacy systems and accelerating digital capabilities through public cloud (AWS/Azure), AI, and automation.
- Ensuring solutions meet high standards for performance, scale, and user experience
What They’re Looking For
- 10+ years in architecture or senior engineering roles, with 5+ years as a solutions architect.
- Deep experience in large-scale Contact Center environments — including IVR, CCaaS, agent desktops, AI-driven self-service, agent assist, workflow automation, workforce management, recording/screen capture, or contact center analytics.
- Hands-on expertise in cloud-native enterprise architecture, especially across AWS and Azure platforms.
- Strong stakeholder management and communication skills — comfortable working across technical and business leadership levels.
- Strategic thinker with a passion for innovation, simplification, and performance.
If you're interested in the above position please send your CV to [email protected]
#LI-SK5