Crew Tech Lead Agent Excellence

**You are a resilient technology leader.**
- **We are a team dedicated to delivering world-class-customer experiences.**
- **Together we**collaborate to achieve excellence.**

**Do work that matters**

Our Crew Tech Leads are technology leaders who excel in building and leading high-performing engineering teams and chapters. They work closely with business executives to drive enduring value for our customers. As curious, lifelong learners, they serve as connectors, facilitating open communication and establishing meaningful professional relationships to achieve great outcomes for our organi s ation, customers, and community.

**See yourself in our team**

In Customer Service Channels Technology, we deliver market-leading experiences for our customers, powered by cutting-edge technology. We achieve this by collaborating with our business colleagues to solve problems with customer centricity and technical innovation. We cultivate a world-class team of empowered engineers and build technology solutions for the future.

We support our people with the flexibility to balance where work is done, with at least half your time each month connecting in the office. We also offer various flexible working options, including changing start and finish times, part-time arrangements, and job sharing.

**Your impact and contribution**

As a Crew Tech Lead for Agent Excellence, you will be a technology thought leader driven by a desire to create exceptional voice and messaging assisted experiences that drive customer loyalty and engagement.

Drawing from your strong engineering experience, you will constantly push the boundaries to deliver outcomes that fundamentally shift the customer experience and unlock value. With a relentless focus on delivery and precision execution, you will ensure that engineering excellence is maintained while consistently meeting or exceeding expectations.

You have a high tolerance for complexity and ambiguity, coupled with the resilience and tenacity to see things through. You have experience working in a fast-paced, agile environment and use leading practices with an appreciation for the value of continuous delivery and user testing. You thrive when given the autonomy to drive a talented team of full cycle engineers. You are also passionate about being active in the broader voice and messaging community, constantly keeping up to date with evolving digital and technology innovations.

Here, you will collaborate with the best engineers in the country, emphasi s ing open communication, quality work, and a culture of excellence. Your hard work will pay dividends, with flexibility, great rewards, and the ability to drive your own career growth, knowing you will have our support every step of the way.

**We’re interested in hearing from people who**

We are here to build world-class experiences for our customers that go beyond design to engage and service. As a team we’re constantly striving to be the best, pushing the boundaries to provide an unrivalled, personalised user experience across every channel. Our diverse teams are dedicated to learning, sharing knowledge and continuous improvement. Innovation, passion and creativity shape our culture.
- Are inspirational technology leaders wh o leverage a powerful combination of technical skill s and people leadership
- Have a deep and knowledgeable understanding in customer service technologies including AI powered voice bot s and asynchronised chat, contact centre technology, telephony, workforce management, knowledge management, quality assurance and real-time speech analytics
- Demonstrated experience leveraging Generative AI for the orchestration of both agent and customer experiences, as well as AI-powered engineering.
- Demonstrated experience in working with leading contact centre technology suppliers and driving outcomes
- Can f orm trusted relationships with stakeholders focused on mutual accountability for delivery and value generation
- Are tech delivery experts able to successfully establish an engineering culture with DevSecOps delivery across our platforms and pipelines
- Have a successful track record of large-scale agile delivery, establishing roadmaps, managing dependencies and mitigation of r isk
- Have experience in financial management and cost optimisation
- Can create sustainable tech ecosystems through driving exceptional design, refactoring and technical debt elimination - all whilst ensuring best practices and tooling to improve governance and controls
- Are motivated by growing and developing people - you take ownership of the performance management and career progression of your teams

**Working with us**

Whether you’re passionate about customer service, driven by data, or called by creativity, a career with CommBank is for you.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace with flexible work locations. One where we’re driven by our values, and suppo