Head of Contact Centre Technology & Operations
IAG
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Benefits offered by this job
Job summary
IAG is seeking a senior technology operations leader to manage the end‑to‑end performance of its contact centre platforms across Australia and New Zealand. You will own runbooks, incident response, and lifecycle management while guiding a team of engineers to deliver resilient, scalable services.
You will drive intelligent operations with telemetry and automation, partner with Delivery and Architecture, and ensure security, CPS 230 compliance and cost effectiveness in a regulated financial
Qualifications
- 10+ years’ experience in contact centre technology, with at least 5 years leading technology operations
- Deep technical expertise across enterprise contact centre technologies: NICE CXone, Cisco or a comparable platform
- Strong ITIL / service management experience across incident, problem, change, configuration, capacity and availability management
- Proven Intelligent Operations (AIOps) outcomes through observability, telemetry, automation and proactive monitoring
- Experience with operational resilience and regulatory obligations, CPS 230 or equivalent
- Strong stakeholder management, facilitation and decision-making skills
- Experience managing strategic vendors and third-party providers with governance and contract oversight
Responsibilities
- Own the day-to-day operation of contact centre platforms across Australia and New Zealand
- Lead incident response, change, capacity and availability management to high standards
- Drive intelligent operations with telemetry, observability and automation
- Manage vendor relationships and contractual governance to meet service levels
- Provide executive visibility of performance, incidents and risks
- Lead a team of engineers to deliver resilient, cost-effective services
Skills
Tools
Job description
IAG is seeking a senior technology operations leader to manage the end‑to‑end performance of its contact centre platforms across Australia and New Zealand. You will own runbooks, incident response, and lifecycle management while guiding a team of engineers to deliver resilient, scalable services.
You will drive intelligent operations with telemetry and automation, partner with Delivery and Architecture, and ensure security, CPS 230 compliance and cost effectiveness in a regulated financial
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