Contact Center Technical Lead

Overview

We are seeking a highly organized and client-focused Contact Center Technical Lead to own the end-to-end delivery of complex SaaS and FinTech implementations for banks, credit unions, and other regulated lenders. This role blends technical project leadership, stakeholder management, and post-go-live account ownership to ensure every client launch is delivered predictably, collaboratively, and with exceptional attention to detail.

You will lead onboarding from kickoff through go-live and hypercare, coordinate white-labelling and integration workstreams, and serve as a trusted partner to client stakeholders, internal product and engineering teams, and third-party vendors. After launch, you will continue to manage the account, support adoption, and help drive long-term client success through structured governance and proactive communication.

Day-to-Day Responsibilities

• Lead end-to-end client onboarding and implementation projects from discovery and kickoff through go-live and hypercare.
• Own project governance, including project plans, weekly status meetings, RAID logs, decision logs, milestones, and stakeholder communications.
• Facilitate discovery workshops to define business requirements, success criteria, delivery scope, and acceptance/sign-off points.
• Coordinate white-labelling delivery, including brand/theme requirements, content updates, approval workflows, and version control.
• Manage integration workstreams with client IT teams, third-party vendors, and internal product and engineering teams.
• Plan and execute UAT activities, including test planning, test data coordination, defect triage, and release readiness reviews.
• Manage scope, change control, and delivery trade-offs through clear impact assessments, documentation, and approvals.
• Act as the ongoing account owner after go-live, leading QBRs, roadmap discussions, adoption reviews, and change requests.
• Handle escalations effectively and coordinate handover with Support and Customer Success to ensure stable post-launch operations.
• Maintain a proactive, no-surprises communication style that builds trust with clients and internal stakeholders.

What Makes This Role Unique

• You will work on high-visibility implementations for regulated financial services clients where precision, governance, and client confidence are critical.
• The role combines delivery leadership with post-launch account ownership, giving you end-to-end influence over client success.
• You will collaborate across implementation, product, engineering, support, and customer success teams in a fast-paced, integration-heavy environment.
• Success is measured not only by on-time delivery, but by clean handovers, stable operations, strong adoption, and long-term client retention.
• You will help shape how complex SaaS and white-labelled solutions are delivered into sophisticated, regulated client environments.

• Proven experience delivering SaaS or FinTech product implementations in complex client environments.
• Strong client-facing project management skills, including planning, governance, stakeholder management, and escalation handling.
• Working knowledge of integrations and technical delivery concepts such as APIs, SSO (SAML/OAuth), environments, data flows, and testing cycles.
• Experience leading UAT planning and execution, including test coordination, defect management, and release readiness.
• Excellent written and verbal communication skills with strong documentation discipline.
• Demonstrated ability to manage scope, change control, and delivery trade-offs with multiple stakeholders.
• Comfort managing ongoing client accounts after go-live, including prioritization of requests, expectation management, and adoption support.
• Ability to coordinate across internal teams, client IT groups, and third-party vendors to keep delivery on track.
• Nice to have: experience in financial services, lending, or other regulated environments such as banks or credit unions.
• Nice to have: familiarity with security and compliance onboarding activities such as security questionnaires, DPIAs, and pen test coordination.
• Nice to have: experience delivering white-labelled products or multi-brand implementations.

• Competitive salary package aligned to experience and market demand in Dublin.
• Opportunity to work with leading financial services clients and complex, high-impact implementations.
• Hybrid or flexible working arrangements, depending on team and client needs.
• Private healthcare and wellness support.
• Employer pension contribution.
• Professional development support, including training, certifications, and learning opportunities.
• Exposure to cross-functional collaboration with product, engineering, support, and customer success teams.
• Clear ownership and autonomy in a role that directly influences client outcomes and business growth.