Chief Contact Center Architect

2 weeks ago

Galway, Galway, Ireland beBeeEngineer Full time €90,000 - €120,000
About the Position

We are seeking a skilled professional to join our forward-thinking technology team in Galway. This role will focus on designing, implementing, and supporting advanced contact center solutions that power high-volume customer interactions across multiple channels. You will work within an agile environment to enhance platform stability, optimize performance, and lead continuous improvement initiatives.

Key Responsibilities

- Develop and maintain complex voice and digital routing strategies using industry-leading contact center platforms.
- Troubleshoot and resolve voice communication issues, including SIP, RTP, SBC configuration, and cloud integrations.
- Collaborate with cross-functional teams to ensure high availability and business continuity of contact center services.
- Support 24/7 operational environments with proactive monitoring, incident management, and root cause analysis.
- Document processes and provide training to ensure knowledge sharing across the team.
- Lead automation and DevOps initiatives to improve platform reliability and deployment efficiency.

Required Skills and Qualifications

- 5-7+ years' experience in contact center voice and digital routing technologies (Genesys experience preferred).
- Expertise with SIP, RTP, VoIP protocols, SBC management, and call flow design.
- Strong knowledge of cloud contact center solutions and integration with collaboration tools.
- Experience with Linux systems, containerization (Docker), and CI/CD pipelines is a plus.
- Excellent problem-solving skills, strong communication abilities, and experience working in agile teams.
- Ability to work independently and collaborate effectively in a fast-paced environment.

What We Offer

- Be part of a high-impact team dedicated to delivering exceptional customer experiences through innovative technology solutions.
- Enjoy a hybrid working model in Galway with opportunities for professional growth and exposure to cutting-edge platforms.

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