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Customer Engagement Platform Technical Lead
4 weeks ago
P&N Bank Perth, Western Australia, Australia
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Customer Engagement Platform Technical LeadP&N Bank Perth, Western Australia, Australia
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Are you looking for a career with endless opportunities? There's more to us than banking.
P&N Group is amongst the largest customer-owned banking organisations in Australia, represented by P&N Bank in Western Australia and BCU Bank in New South Wales and southeast Queensland. Our purpose is to enrich the lives of our customers and their communities.
With over $8 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 200,000 customers across Australia from all walks of life supported by over 600 employees in group services, retail banking, broker, and business banking roles.
We believe our culture is a real point of difference, and our values – Focus on Members, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.
As part of our ongoing strategic customer-centric transformation, we're focussed on making it even easier to bank with us for our customers of today and the future.
About the role;
The Customer Engagement Platform Technical Lead will play a critical role in shaping our customer engagement technologies across our Salesforce and Genesys platforms. It will provide technical leadership with producing end-to-end designs and develop solutions for our customer engagement platforms. This includes detailed technical solution design documentation, platform integration patterns and data object diagrams aligned to an overall solution platform roadmap.
This role will provide technical oversight for our internal Salesforce/Genesys developers across delivery squads, continue to drive DevOps practices through CI/CD workflows and perform technical reviews and quality assurance across the Customer Engagement platform.
Working as part of an inclusive and collaborative team your key responsibilities will include:
- Lead the Customer centric design, development, testing and support of Salesforce CRM and Genesys components to support the customer experience across various channels including contact centre and digital.
- Responsible for project delivery and BAU support of the end-to-end Salesforce CRM, Marketing cloud, nCino and Genesys solutions within agreed timeframes.
- Provide technical expertise and quality assurance with your peers, managers and architects to recommend and implement changes in design, development, and maintenance standards. Provide thought leadership into the delivery of standards, DevSecOps practices and related tooling as well as to IT Delivery teams.
- Produce detailed technical solution design documentation, platform integration patterns and data object diagrams aligned to an overall solution platform roadmap and to enterprise banking compliance requirements.
- Ensure Salesforce solutions adhere to best practices in security, data handling, auditability, and customer data protection (e.g. PCI DSS and CPS 230).
- Engage with vendor partners, Delivery Squads, IT and senior Business stakeholders to understand use cases and requirements.
What will you bring?
- Extensive experience in Salesforce platform development and platform architecture.
- Strong knowledge of Salesforce Financial Services Cloud with the focus on Service cloud components, Einstein, Data Cloud, Omni Studio, Velocity, Marketing Cloud and API-first architectures.
- Hands-on experience with Genesys Cloud CX or similar contact centre platforms, especially for high-volume environments.
- DevSecOps experience with DevSecOps tools (ie.AutoRabit) to enable faster, more reliable releases by automating deployments.
- Produce and evaluate platforms designs for key projects balancing strategic goals with tactical delivery realities.
- Deep understanding of compliance, data privacy, and operational resilience as they relate to technology platforms.
- Proven track record in technical design documentation, solution review, and leadership in agile delivery teams.
- Familiarity with core banking systems and integration patterns (e.g., via MuleSoft or other middleware) highly advantageous.
- Deep and expert knowledge of contemporary CRM, AI, marketing automation and customer engagement platforms within the Salesforce and Genesys product suite.
- Excellent analytical and conceptual skills; experience in business analysis and development of strategy.
- Understanding of Risk Appetite and active management of organisational risk profiles.
- Experience in the delivery of customer engagement platforms in the context of a large agile based delivery program.
What we can offer you
There's life at work, and life outside of work – and we understand that.
P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.
To help you live your best life through work, we offer an extensive range of employee benefits.
- Work for a national multi-brand, customer-focused organisation
- Enjoy flexible work arrangements
- An incentive scheme for exceptional performance
- Be supported with leadership and professional development
- 12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver
- Generous discounts on home loans, personal loans, insurance and other banking products and services
- Up to two weeks' additional purchased leave per year
- Two days' paid volunteer leave each year to use with a community partner of your choice
- An Employee Assistance Program
At P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings, and especially the high engagement that comes from a culture built on belonging and inclusion. We encourage people of all abilities, backgrounds, identities, ages and cultures to apply.
If you need assistance or require flexibility to be able to fully participate in the application process, please email us at recruitment@pnbank.com.au
What does our recruitment process look like?
The process can include a phone screen, virtual and/or face-to-face interview, psychometric testing, reference checks and all relevant background checks.
The closing date for applications is 20th September 2025
Seniority level- Seniority levelMid-Senior level
- Employment typeFull-time
- Job functionInformation Technology
- IndustriesBanking and Financial Services
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