Senior Cloud Contact Centre Engineer
IAG
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Job summary
IAG, the largest general insurance group in Australia and New Zealand, is seeking a Senior Contact Centre Engineer to advance our cloud migration and contact centre platform evolution. You will work with engineers, architects and product leaders to design and deploy modern, scalable solutions that enhance customer and employee experiences.
You'll lead migrations, drive automation and explore AI-enabled innovations, while mentoring peers and shaping the future of customer service technology at
Qualifications
- 5+ years' experience with enterprise contact centre technologies in a hands-on engineering role.
- Demonstrated experience with NICE CXone is essential; Cisco UCCE is highly desirable.
- Experience with other platforms such as Genesys or Avaya is welcomed depending on depth of experience.
Responsibilities
- Lead the engineering, configuration and support of enterprise contact centre platforms across Australia and New Zealand.
- Deliver migration activities and new service implementations across cloud contact centre technologies.
- Drive automation, innovation and continuous improvement initiatives for operational efficiency and customer experiences.
- Partner with product owners, vendors, architects and stakeholders to design, implement and optimise contact centre solutions.
- Mentor and uplift engineering capability across the team and support emerging talent development.
- Explore opportunities in AI, analytics and intelligent automation to shape the future of customer service technology at IAG.
Skills
Tools
Job description
IAG, the largest general insurance group in Australia and New Zealand, is seeking a Senior Contact Centre Engineer to advance our cloud migration and contact centre platform evolution. You will work with engineers, architects and product leaders to design and deploy modern, scalable solutions that enhance customer and employee experiences.
You'll lead migrations, drive automation and explore AI-enabled innovations, while mentoring peers and shaping the future of customer service technology at
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