Contact Centre Technical Lead

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 AI-delivered by teams with deep aviation domain expertise.

Our goal is to maximise airlines' operational efficiency by optimising resource use, reducing costs and increasing 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)

• 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

• 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

• 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

• An opportunity to join a fast‑growing company
• Options for career advancement
• Learning and development opportunities
• Flexible working environment
• Competitive salaries based on experience

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. xcfaprz 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!