Senior Customer Engagement Platform Specialist

P&N Group, a customer-owned banking organisation in Australia, seeks a highly skilled professional to lead the design and development of their customer engagement technologies across Salesforce and Genesys platforms.

This is an exciting opportunity for an experienced technical leader to shape the future of customer engagement at P&N Group. The successful candidate will be responsible for producing end-to-end designs and developing solutions for our customer engagement platforms, including detailed technical solution design documentation, platform integration patterns and data object diagrams aligned to an overall solution platform roadmap.

The ideal candidate will have extensive experience in Salesforce platform development and platform architecture, as well as strong knowledge of Salesforce Financial Services Cloud with a focus on Service cloud components, Einstein, Data Cloud, Omni Studio, Velocity, Marketing Cloud and API-first architectures. Additionally, hands-on experience with Genesys Cloud CX or similar contact centre platforms, especially for high-volume environments, is highly desirable.

This role requires a proven track record in technical design documentation, solution review, and leadership in agile delivery teams. The successful candidate will also have excellent analytical and conceptual skills, experience in business analysis and development of strategy, and a deep understanding of compliance, data privacy, and operational resilience as they relate to technology platforms.

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.

Key Responsibilities:

• Lead the design and development of customer engagement technologies across Salesforce and Genesys platforms
• Produce end-to-end designs and develop solutions for customer engagement platforms
• Provide technical expertise and quality assurance with peers, managers, and architects
• Engage with vendor partners, Delivery Squads, IT, and senior Business stakeholders

Benefits:

• Flexible work arrangements
• An incentive scheme for exceptional performance
• Leadership and professional development opportunities
• 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

About Us:

P&N Group is a leading customer-owned banking organisation in Australia, representing P&N Bank in Western Australia and BCU Bank in New South Wales and southeast Queensland. 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.

What You Will Bring:

• Extensive experience in Salesforce platform development and platform architecture
• Strong knowledge of Salesforce Financial Services Cloud with a 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 to enable faster, more reliable releases by automating deployments
• 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 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