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 seeking a highly capable and results-driven Contact Centre Project Manager to lead strategic transformation initiatives across their customer contact operations. This is a unique opportunity to work on complex, high-impact programmes while being part of a supportive consultancy environment. This role will operate on a hybrid model, with at least 2 days working in the Dublin office per week.
Required Experience:
- Demonstrable experience delivering large-scale change in a contact centre or customer operations environment.
- Strong understanding of contact centre technologies (cloud telephony, CRM, WFM, AI/automation).
- Demonstrable change management experience with a focus on process improvement (LEAN, Six Sigma etc).
- Excellent stakeholder and vendor management skills.
- Proven track record in both agile and waterfall methodologies.
- Ability to translate business needs into structured delivery plans.
- Strong analytical mindset with a focus on customer experience outcomes.
- Hands-on experience with Amazon Connect or similar cloud platforms.
- Knowledge of the airline or travel industry.
- Professional certifications (PRINCE2, PMP, Agile).
Key responsibilities & duties include:
- Lead end-to-end delivery of contact centre transformation projects (e.g. Amazon Connect, WFM, AI/chatbot integrations).
- Develop and manage project plans, budgets, and resources.
- Collaborate with stakeholders across Customer Operations, IT, Product, and Finance, alongside external vendors.
- Identify risks, dependencies, and deliver effective mitigation strategies.
- Support change management through workshops, training, and communications.
- Track milestones, KPIs, and benefits realisation to ensure measurable outcomes.
- Align with client governance and Amach’s transformation pillars.
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
