Technical Director for Contact Centre Solutions

3 weeks ago


Sheffield, Sheffield, United Kingdom Impact Team Full time

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 Description

We 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
  1. Design and develop comprehensive solution architectures for contact centre technology initiatives, ensuring alignment with business objectives and IT strategy.
  2. Collaborate with project managers, business analysts, and stakeholders to translate business requirements into technical specifications.
  3. Lead the evaluation and selection of appropriate technologies and platforms for contact centre solutions.
  4. Provide technical leadership and guidance to development teams throughout the project lifecycle.
  5. Ensure that solution designs adhere to banking industry standards, regulatory requirements, and internal policies.
  6. Develop and maintain solution architecture documentation, including diagrams, models, and technical specifications.
  7. Identify and mitigate technical risks associated with proposed solutions.
  8. Stay current with emerging technologies and industry trends in contact centre solutions and banking technology.
Qualifications and Skills
  1. Proven experience as a Technical Director in the banking or financial services sector.
  2. In-depth knowledge of contact centre technologies, particularly SVS platforms and servicing tools.
  3. Strong understanding of enterprise architecture principles and frameworks (e.g., TOGAF).
  4. Excellent problem-solving and analytical skills.
  5. Proficiency in creating architecture artifacts and technical documentation.
  6. Strong communication skills with the ability to explain complex technical concepts to non-technical stakeholders.
  7. Experience with cloud technologies and their application in banking environments.
Required Experience
  1. Minimum 8 years of experience in IT, with at least 5 years in technical director roles.
  2. Demonstrated success in designing and implementing large-scale contact centre technology solutions.
  3. Experience with SVS platforms and integration of various contact centre tools and systems.
  4. Familiarity with Agile methodologies and DevOps practices.
Preferred Qualifications
  1. Relevant architecture certifications (e.g., TOGAF, AWS Certified Solutions Architect).
  2. Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
  3. Knowledge of regulatory requirements in banking customer service operations.


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