Job Description

Company Summary

A leading telecommunications and technology organisation is undergoing a major AI and digital transformation, establishing a dedicated AI and Data Analytics function to accelerate innovation and embed intelligence across the enterprise.

The organisation is seeking a Director, Application Delivery to lead the strategy, architecture, transformation and operational performance of its Customer Care technology ecosystem, with a strong emphasis on CCaaS (Contact Centre as a Service). The role will drive the evolution of omnichannel customer service platforms through cloud, AI, automation and digital technologies, improving customer experience, agent productivity and operational efficiency.

Roles & Responsibilities

Own the strategy, architecture and roadmap for Customer Care and CCaaS platforms, aligned with customer experience and digital transformation objectives.
Lead modernization towards cloud-based, API-driven and AI-enabled architectures, covering omnichannel customer engagement across voice, messaging, chat and digital channels.
Drive adoption of AI and automation, including conversational AI, agent assist, intelligent routing, automated summarisation, knowledge retrieval, next-best-action and self-service.
Establish architecture and engineering standards covering scalability, resilience, security, observability and integration.
Lead large-scale transformation programmes involving business units, technology teams, systems integrators and technology vendors.
Own technology portfolio planning, investment priorities, delivery outcomes, budgets and benefits realization.
Ensure high availability, performance and service quality across critical customer care platforms, including major incident management and continuous improvement.
Manage strategic technology vendors, cloud providers and systems integrators, including performance, commercial negotiations and roadmap alignment.
Engage senior business and technology stakeholders and provide executive-level programme and service updates.
Build, lead and develop high-performing architecture, engineering and operations teams across onshore and offshore environments.

Required Skillsets & Qualifications

15+ years of technology/ICT experience, with 10+ years managing customer care/contact centre platforms.
10+ years of people leadership, ideally managing large-scale teams responsible for Contact Centre platforms.
Strong CCaaS expertise is essential - proven experience leading, transforming or modernising enterprise-scale Contact Centre as a Service / Contact Centre platforms.
Strong understanding of omnichannel customer care, including voice, digital, messaging and chat technologies.
Strong knowledge of cloud, API-driven architecture, AI, conversational AI, automation and digital customer experience.
Proven track record delivering large-scale, end-to-end technology transformation programmes across legacy and modern/cloud environments.
Experience operating in large-scale telecommunications or similarly complex customer-facing technology environments.
Strong commercial, vendor and IT services contract management experience.
Excellent stakeholder management and communication skills, with the ability to translate complex technology into business outcomes.
Proven ability to build high-performing teams, drive organisational change and influence senior stakeholders.
Bachelor's degree in IT, Computer Science or a related discipline preferred.