Technical Solutions Lead

Technical Lead for Customer Platforms, AI Adoption & Service Experience — lead the technical roadmap and delivery of scalable, secure, and high-performing customer platforms, analytics pipelines, and CCaaS/IVR solutions; drive data governance, AI enablement, and cross-functional collaboration across engineering, architecture, and delivery to deliver measurable business and customer outcomes; manage priorities, coach a high-performing team, and partner with vendors and stakeholders to enable personalisation, real-time insights, and operational readiness; advocate for architecture quality, CI/CD, observability, and compliance while balancing delivery pace with long-term platform integrity. The role emphasizes leadership in data platforms, analytics, AI-driven customer experiences, and cloud-based contact centre technologies, with hands-on familiarity with modern contact centre tools (e.g., Amazon Connect) and a strong focus on customer-centric outcomes and continuous improvement.