Program Director, UK (Engineering Director & App Modernization & CX Transformation)
Location: London, United Kingdom
Position Type: Full-Time
Experience: 15+ years in software engineering or systems integration; proven history in an Engineering Services / Consultancy environment.
iOPEX is a new-generation Digital services provider offering optimized Digital Engineering, Operations and Studio services. We are process innovators focused on extracting the best out of the investments that clients have already made. At iOPEX, we help companies realize that golden ratio where their technology and business are in complete synergy, making the company greater than the sum of its parts. Founded in 2009, the demand for our specialized process optimization and digital engineering services has helped us grow 60% YoY. We have over 3,000 employees across multiple offices in Americas, Europe, and Asia.
About the Role
The Engineering Director will lead the strategic and technical delivery of large-scale digital programs focused on Application Modernization and Contact Center Transformation. You will be responsible for helping enterprise clients retire technical debt by re-architecting legacy applications into cloud-native microservices and evolving traditional contact centers into AI-powered "Experience Hubs" using the Genesys Cloud ecosystem.
Key Responsibilities
1. Application Modernization & Cloud Engineering
Legacy Refactoring: Lead the "6Rs" strategy (Rehost, Replatform, Rearchitect, etc.) to migrate monolithic enterprise applications to cloud-native architectures (AWS / Azure / GCP).
Microservices & API Orchestration: Oversee the development of scalable microservices and robust API layers that allow legacy back-ends to communicate seamlessly with modern frontend CX tools.
DevSecOps Governance: Establish high-velocity engineering cultures by implementing CI / CD pipelines, automated testing, and "Security-by-Design" principles.
2. Contact Center AI & Genesys Transformation
Genesys Cloud CX Migration: Direct the technical migration of massive, multi-site contact centers to Genesys Cloud CX, ensuring zero-downtime transitions.
Conversational AI & Agentic Workflows: Architect and deploy Generative AI solutions, including Intelligent Virtual Assistants (IVAs), Agent Copilots, and Automated Intent Mapping to drive self-service.
Orchestration & Integration: Manage the complex integration between Genesys and core business systems (CRM, ERP, Knowledge Bases) to ensure agents have a 360-degree customer view.
3. Portfolio & Engineering Leadership
Engineering Services Management: Apply the rigors of an Engineering Services organization—managing P&L, resource utilization, and global delivery pods (onshore / offshore).
Technical Authority: Act as the final escalation point for architectural decisions, ensuring that modernization efforts are future-proofed against emerging AI trends.
Technical & Professional Requirements
* Engineering Background: 15+ years in software engineering or systems integration; proven history in an Engineering Services / Consultancy environment.
* CX Ecosystems: Expertise in Genesys Cloud CX (Architect, Cloud CX, WEM). Familiarity with competitors like Amazon Connect or Salesforce Service Cloud is a plus.
* Modern Tech Stack: Deep knowledge of Java / Node.js, Spring Boot, Kubernetes (K8s), Docker, and GraphQL for app modernization.
* AI / ML Proficiency: Hands-on experience with Agentic AI workflows, Self-Service implementations for Voice, Chat, Digital channels.
* Business Acumen: Experience managing multi-million-pound budgets and navigating the commercial complexities of Tier-1 UK enterprise accounts.
The Ideal Candidate Profile
"You are not just a Program Manager who tracks spreadsheets. You are a former Lead Architect or Engineering Manager who can still whiteboard a microservices flow but now spends your time convincing a CIO why an AI-first contact center is their most important investment this year."
* The Problem Solver: You have a "Product Engineering" mindset, viewing the contact center not as a cost center, but as a digital product that requires continuous modernization.
* The Hybrid Leader: You can talk "Business Outcomes" (CSAT, AHT, NPS) with the CMO and "Latency & State Management" with the Lead Engineer.
* The Scale Expert: You have successfully managed the modernization of applications supporting 5,000+ concurrent users or agents.
Agility, flexibility, and innovation are in our DNA
Flat organizational structure which enables faster communication and decision making.
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