Technical Director for Contact Centre Solutions
3 weeks ago
Job Title: Technical Director for Contact Centre Solutions
Company: Impact Team
Location: Sheffield, City and Borough of Sheffield
Job Type: Full-time
Contract: PAYE Agency worker contract - £600 per day
Work Schedule: Hybrid - 3 Days a week in the Sheffield Office
Job DescriptionWe are seeking an experienced Technical Director to design and oversee the implementation of contact centre technology solutions, with a focus on our SVS (Service Virtualization System) platform. This role is crucial in shaping the technical direction of our customer service capabilities across our international banking operations.
Key Responsibilities- Design and develop comprehensive solution architectures for contact centre technology initiatives, ensuring alignment with business objectives and IT strategy.
- Collaborate with project managers, business analysts, and stakeholders to translate business requirements into technical specifications.
- Lead the evaluation and selection of appropriate technologies and platforms for contact centre solutions.
- Provide technical leadership and guidance to development teams throughout the project lifecycle.
- Ensure that solution designs adhere to banking industry standards, regulatory requirements, and internal policies.
- Develop and maintain solution architecture documentation, including diagrams, models, and technical specifications.
- Identify and mitigate technical risks associated with proposed solutions.
- Stay current with emerging technologies and industry trends in contact centre solutions and banking technology.
- Proven experience as a Technical Director in the banking or financial services sector.
- In-depth knowledge of contact centre technologies, particularly SVS platforms and servicing tools.
- Strong understanding of enterprise architecture principles and frameworks (e.g., TOGAF).
- Excellent problem-solving and analytical skills.
- Proficiency in creating architecture artifacts and technical documentation.
- Strong communication skills with the ability to explain complex technical concepts to non-technical stakeholders.
- Experience with cloud technologies and their application in banking environments.
- Minimum 8 years of experience in IT, with at least 5 years in technical director roles.
- Demonstrated success in designing and implementing large-scale contact centre technology solutions.
- Experience with SVS platforms and integration of various contact centre tools and systems.
- Familiarity with Agile methodologies and DevOps practices.
- Relevant architecture certifications (e.g., TOGAF, AWS Certified Solutions Architect).
- Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
- Knowledge of regulatory requirements in banking customer service operations.
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