About us:
Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.
Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.
Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…
We are looking for a skilled Contact Centre Director to lead the ongoing evolution and performance of our customer's Amazon Connect–based contact centre. The ideal candidate should have experience in transitioning a contact centre from an on-site system to a cloud-based system. They should be aware of the challenges, risks and the impact on technology and operations that this change involves. This background is essential to help avoid legacy pitfalls, strengthen the architecture and continually modernise the customer experience. You will set the strategic vision, drive operational excellence and develop the contact centre into a state-of-the-art, data-driven and customer-focused operation. This job requires managing daily operations, considering changes, collaborating with team members and comprehending cloud-based contact center technology such as Amazon Connect.
This role will operate on a hybrid model, with at least 2 days working in the Dublin office per week.
Required experience:
- Proven experience as a Contact Centre Director or senior contact centre leader managing medium or large-scale operations
- Must have applicable experience with transferring a contact centre to the cloud. Must know the typical challenges, such as updating call routing, managing data migration, training agents on the new system, changing phone systems, adapting to new reporting methods and handling operational interruptions.
- Solid knowledge of Amazon Connect and cloud contact centre ecosystems (IVR, routing, Contact Lens, analytics, workforce optimisation, CRM integrations)
- Demonstrated ability to design or operate a state-of-the-art contact centre, incorporating automation, digital channels and AI/ML capabilities
- Solid operational discipline and experience improving KPIs such as AHT, CSAT and FCR
- Exemplary management, communication and stakeholder management across technical and non-technical teams
Key responsibilities & duties include:
Strategic Leadership
- Define and drive the long-term strategy for a modern, cloud-native contact centre
- Own the transformation roadmap to ensure our Amazon Connect environment evolves with industry best practices
- Lead the design and delivery of a state-of-the-art customer experience, including automation, AI-driven insights, improved routing and digital channel expansion
- Provide clear direction on future capabilities, investment areas and operational maturity
Operational Excellence
- Lead day-to-day performance of the contact centre across all channels (voice, chat, email, social, self-service)
- Manage operational KPIs, including AHT, ASA, CSAT, FCR, NPS, queue performance and service availability
- Build a high-performance culture of continuous improvement, leveraging analytics, automation and clear process optimisation
- Drive improvements in agent experience, training, quality frameworks and workforce planning
Cloud Contact Centre Expertise
- Use prior on-prem to cloud migration experience to proactively identify risks, gaps, or structural weaknesses in current systems
- Ensure Amazon Connect is optimised and integrated proficiently with CRM, WFM, QA, analytics and reporting tools
- Partner with Product and Technology teams on enhancements, new features and best-in-class architectures
- Oversee governance, stability, compliance and security across all cloud contact centre services
Leadership & People Management
- Lead, develop and inspire managers, team leads and operational specialists
- Recruit, build and retain talent needed to support scalable contact centre operations
- Foster a collaborative, customer-first culture with robust accountability and empowerment
Stakeholder & Vendor Management
- Act as the senior point of contact for Amazon Connect vendors, partners and system integrators
- Work cross-functionally with Product, Technology, Data, Compliance and HR to deliver operational success
- Present operational performance, risk and transformation progress at executive level
Desirable experience:
- Experience integrating Amazon Connect with Salesforce or similar CRM platforms
- Knowledge with AWS services such as Lambda, Lex, DynamoDB and CloudWatch
- Background in regulated, customer-critical environments
- Experience leading multi-site or remote contact centre teams
What’s in it for you:
- An opportunity to join a fast-growing company
- Options for career advancement
- Learning and development opportunities
- Flexible working environment
- Competitive salaries based on experience
Equal Opportunity Employer:
Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform.
If you are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you!
Not for you?
Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.
P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.
At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.
Your personal data
Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be:
- Used lawfully, fairly and in a transparent way
- Collected only for valid purposes and not used in any way that is incompatible with those purposes
- Relevant to the purposes we have told you about and limited only to those purposes
- Accurate and kept up to date
- Kept only as long as necessary for the purposes we have told you about
- Kept securely
If you would like to contact us about your data, please use the following address: [email protected]
Top Skills
Amach Dublin, Dublin, IRL Office
14 Clanwilliam Court, Dublin, Dublin, Ireland, D02 FK23
