Head of Contact Centre Engineering

7 days ago

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

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

Head of Contact Centre Engineering - Customer Help & Support

1 week ago Be among the first 25 applicants

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

  • 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 the bank, from customer-facing platforms to internal tools.

The Customer Help and Support Crew delivers innovative solutions to delight our customers in a digital, AI-powered world, leveraging GenAI natural language processing, agentic bots, and next-generation cloud 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 customers' lives while achieving 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 effectively.
  • Provide strategic technology leadership, guiding the Crew through complex challenges with your expertise.
  • Ensure the squad has the necessary technical resources, tools, and technologies to meet customer expectations.
  • Foster an environment of rapid decision-making, collaboration, and effective communication.
  • Collaborate with other Crew Technical Leads and CoE leads to solve problems and deliver shared objectives.
We're interested in hearing from people who:
  • Are passionate technologists with experience in shaping and delivering digital strategies in large scalable environments.
  • Are hands-on technologists willing to get involved with the tools when appropriate.
  • Have a background as a full-stack/full-cycle engineer with experience in modern stacks like AWS, Typescript, NextJS, Azure AI Foundry.
  • Have worked in contact centre environments, with experience in Microsoft Contact Centre stack or similar.
We value diversity and inclusivity, fostering a respectful, flexible workplace driven by our core values. We support your growth and positive impact for customers and communities.

If you're part of the Commonwealth Bank Group, apply through Sidekick. For accessibility support, contact HR Direct at 1800 989 696.

Advertising End Date: 05/09/2025
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