Head of Contact Centre Engineering

3 days ago

Sydney, New South Wales, Australia Commonwealth Bank Full time
Head of Contact Centre Engineering - Customer Help & Support

Join to apply for the Head of Contact Centre Engineering - Customer Help & Support role at Commonwealth Bank

Bankwest's Technology Division end to end owns the delivery of Technology. Our team is responsible for the world-leading 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 best 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.
  • Inspire and motivate the Crew to deliver their mission, working with Product Owners to refine and realise Product Visions, ensuring the right initiatives are identified, prioritised 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. This includes having the right tools, technologies, and support to meet customer aspirations effectively.
  • Foster an environment of fast technology decision-making and effective collaboration and communication. This agility ensures that 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 their sleeves up and get on the tools where it makes sense.
  • Ideally, you will have a background as a full stack / full cycle engineer and have hands on experience with modern technology stacks e.g. AWS, Typescript, NextJS, Azure AI Foundry.
  • Ideally have worked in contact centre environments and have experience with Microsoft Contact Centre stack or equivalent.
Plus and Team Values

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; if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 05/09/2025

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other

Referrals increase your chances of interviewing at Commonwealth Bank by 2x

Location

Sydney, New South Wales, Australia


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