Director, Application Delivery

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.