Head of Contact Centre Engineering

7 days ago

Perth, Western 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 delivers 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 by crafting innovative solutions that seamlessly integrate into their busy lives while achieving 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 initiatives are 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 the squad has adequate technical resources, including the right tools, technologies, and support to meet customer needs effectively.

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

  • Collaborate 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 get involved with the tools where it makes sense.

  • Have a background as a full-stack/full-cycle engineer with experience in modern technology stacks such as AWS, Typescript, , Azure AI Foundry.

  • Have experience working in contact centre environments, especially with Microsoft Contact Centre stack or equivalent.

Our people bring diverse backgrounds and perspectives to build a respectful, inclusive, and flexible workplace driven by our values, where sharing ideas, initiatives, and energy is encouraged. We aim to make a positive impact for customers, communities, and each other every day.

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 your next career step.

We are aware of some accessibility issues on this site, particularly for screen reader users. If you require additional support, please contact HR Direct at

Advertising End Date: 29/08/2025

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