Head of Contact Centre Engineering

2 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank Full time

You are collaborative and enjoy solving analytical problems to help our team reach its highest potential.

We are a team of big thinkers who are engineering the future of banking.

Together we will innovate the future of banking with state-of-the-art AI-powered engineering solutions.

See yourself in our team

Bankwest's Technology Division owns the end-to-end delivery of technology. Our team is responsible for the application of technology and operations across every aspect of the bank – from product platforms for our customers to essential tools within our business.

The Customer Help and Support Crew deliver creative and bold solutions to delight our customers in a digital and AI-powered world. We are re-imagining how we serve our customers, including leveraging GenAI natural language processing, agentic bots, and next-generation cloud-based contact centre platforms.

What you'll be doing

As the Crew Tech Lead, you will drive the transformation of customer experiences, crafting innovative solutions that seamlessly integrate into their busy lives while driving outstanding business outcomes.

You will:

  • Inspire and motivate the Crew to deliver their mission, working with Product Owners to refine and realize product visions, ensuring the right initiatives are identified, prioritized, and delivered to achieve Crew outcomes and metrics.

  • Provide strategic technology leadership, guiding the Crew with your expertise to navigate complex challenges and deliver cutting-edge solutions.

  • Ensure that the squad has adequate technical resources to deliver high-quality solutions, including the right tools, technologies, and support to meet customer aspirations effectively.

  • Foster an environment of fast technology decision-making and effective collaboration and communication, ensuring the Crew can respond quickly to changing needs and opportunities.

  • Collaborate closely with other Crew Technical Leads and Centre of Excellence (CoE) leads to problem-solve across the business and deliver shared objectives.

We're interested in hearing from people who:

  • Are passionate technologists experienced in shaping and delivering digital technology strategies in large scalable environments.

  • Are hands-on technologists, prepared to roll up their sleeves and get on the tools where it makes sense.

  • Ideally, you will have a background as a full-stack/full-cycle engineer and hands-on experience with modern technology stacks e.g., AWS, Typescript, , Azure AI Foundry.

  • Ideally, have worked in contact centre environments and have experience with Microsoft Contact Centre stack or equivalent.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we're driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities, and each other is part of our everyday.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support, please contact HR Direct on

Advertising End Date: 29/08/2025

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