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
• 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