About us:
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.
Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…
Our customer is seeking a skilled Contact Centre Process Engineer to review and optimise processes within their Customer Contact Centre. Following the introduction of new technology, this role will conduct a comprehensive evaluation of current workflows, identify opportunities for improvement, and ensure alignment with modern tools and automation capabilities.
This is a hands-on role for someone with contact centre experience or similar, who excels at streamlining operations, improving efficiency, and driving impactful change.
Please note that you will be required to travel to our customer's office in Dublin at least twice a week.
Required Skills:
- Proven experience in process engineering within a contact centre environment or similar
- Strong understanding of contact centre operations, including customer journeys, KPIs, and metrics
- Experience with technology integration and automation tools in a customer service setting
- Exceptional problem-solving skills with a focus on process efficiency and customer satisfaction
- Ability to communicate effectively with technical and non-technical stakeholders
- Proficiency in data analysis and performance reporting
- Strong organisational skills and ability to manage multiple priorities
Key responsibilities & duties include:
- Conduct a full assessment of current contact centre workflows to identify inefficiencies, bottlenecks, and outdated practices
- Analyse the impact of newly implemented technologies and identify processes that require updates or redesigns to leverage their full potential
- Pinpoint tasks and workflows that can be automated to improve efficiency and customer experience
- Work closely with cross-functional teams, including customer service, IT, and operational teams, to gather insights and drive process improvements
- Use data and performance metrics to assess the effectiveness of existing processes and recommend evidence-based improvements
Desirable Skills:
- Certification in process improvement methodologies (e.g., Lean Six Sigma)
- Familiarity with modern contact centre technologies such as CRM systems, IVR, or AI-driven tools
- Experience in leading change management initiatives within a dynamic environment
What’s in it for you:
- An opportunity to join a fast-growing company
- Options for career advancement
- Learning and development opportunities
- Flexible working environment
- Competitive rates based on experience
Not for you?
Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.
P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.
At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.
Your personal data
Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be:
- Used lawfully, fairly and in a transparent way
- Collected only for valid purposes and not used in any way that is incompatible with those purposes
- Relevant to the purposes we have told you about and limited only to those purposes
- Accurate and kept up to date
- Kept only as long as necessary for the purposes we have told you about
- Kept securely
If you would like to contact us about your data, please use the following address: [email protected]
What We Do
We help mature organisations evolve into modern digital businesses with faster time to market, increased operational stability and security.
We offer a suite of technical services delivered by an experienced team of subject matter experts. Our services can be provided as a fully managed service or as an embedded part of your team. We focus on both short-term and long-term goals that emphasise business outcomes for our customers.
Why choose Amach:
1. Business Agility - We focus on removing your IT debt, so that your company can focus on delivering business value to your customers at pace in a secure and reliable manner.
2. Cost Reduction - We help reduce your IT costs across all domains. This includes operational costs in both cloud and your data centres, licencing, evergreening, and reducing project delivery timelines.
3. Operational Stability - We will modernise your IT systems ensuring operational stability and resilience, to ensure the end user experience for both customers and staff are enhanced.
4. Enable Innovation - By removing IT debt, we create space for your team to focus on innovation, ensuring business longevity and futureproofing. We bring both sector experience and lessons learned.
5. Security - We address the overall architecture to ensure security by convention vs configuration. We promote DevSecOps practices, so security isn’t seen to prevent teams from delivery in an efficient manner.
6. Improve Employee Experience - We create and implement your EUX strategy that adapts to a changing world, while improving security and user efficiency - resulting in improved colleague satisfaction and retention.
7. Sustainability - Achieve your sustainability goals through optimising your overall IT footprint and reducing costs.
We thrive on delivering customer value in every interaction.
If you are interested in hearing more or to see how we could help you, please get in touch [email protected]
