Contact Centre Technical Lead
Description
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.
Founded in 2013, Amach was created to solve a specific problem in aviation: too much complexity, too little usable intelligence. We help airlines modernise their operating model using cloud, data and Al-delivered by teams with deep aviation domain expertise.
Our goal is to maximize airlines' operational efficiency by optimizing resource use, reduce costs and increase customer experience and satisfaction.
We are seeking a Contact Centre Technical Lead to drive operational excellence and technology innovation across contact centre environments. In this role, you will collaborate closely with senior stakeholders to identify improvement opportunities, translate business requirements into effective technical solutions, and lead the delivery of initiatives that enhance service performance. Your ability to bridge technical and business perspectives will be key to unlocking value and driving measurable outcomes.
Location: Hybrid (1 day per week in Dublin office)
Key responsibilities & duties include:
- Partner with contact centre teams to assess current operations, identify pain points, and define strategic improvement initiatives
- Engage with senior stakeholders to understand business objectives and translate them into actionable technical and operational solutions
- Lead the evaluation and implementation of contact centre platforms, with a focus on solutions such as Salesforce and Amazon Connect
- Drive process optimisation initiatives to improve efficiency, service quality, and customer experience
- Act as a key liaison between business stakeholders and technology partners to ensure clear communication and successful project delivery
- Monitor performance metrics and provide insights and recommendations to leadership on the impact of implemented changes
Required Experience:
- Proven experience with contact centre platforms such as Salesforce or Amazon Connect
- Strong background in contact centre operations or technical support environments
- Solid technical understanding of systems, integrations, and architectures (hands-on coding not required)
- Excellent communication and stakeholder management skills, with experience engaging senior leadership
- Strategic mindset with a focus on continuous improvement and innovation
Nice to Have
- Experience in highly regulated or complex operational environments
- Familiarity with cloud-based contact centre technologies and modern communication platforms
- Experience supporting or leading digital transformation initiatives
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: info@amach.com