Senior Contact Centre Engineer

Peoplebank; Sydney; Hybrid; AUD 148,000 - 203,000; Full time

Job summary

Peoplebank is seeking an experienced Contact Centre Engineer for a Sydney-based, 12-month contract to lead a major contact centre transformation. You will own end-to-end planning, design, implementation, testing and deployment of platform upgrades to ensure highly available, scalable customer engagement services.

This role requires hands-on leadership across cross-functional teams and complex migrations. The ideal candidate has extensive enterprise CC experience, strong troubleshooting and

Qualifications

• Demonstrated experience designing, implementing and supporting enterprise contact centre environments.
• Proven experience delivering large-scale contact centre upgrade, migration or transformation projects.
• Strong background across contact centre technologies including call routing, IVR solutions, reporting platforms, workforce optimisation and agent desktop solutions.
• Experience integrating contact centre solutions with enterprise applications and business systems.
• Experience delivering projects within highly available, customer-facing enterprise environments.
• Strong understanding of resilience, scalability, disaster recovery and operational support principles.
• Relevant contact centre, networking or infrastructure certifications highly regarded.

Responsibilities

• Lead end-to-end contact centre platform upgrades and transformation initiatives.
• Own the complete project lifecycle including planning, design, implementation, testing, cutover, support and production deployment.
• Design and implement contact centre solutions, ensuring scalability, resilience and operational efficiency.
• Develop upgrade, migration and rollback strategies to minimise business risk and service disruption.
• Configure and optimise contact centre technologies including call routing, IVR integrations, agent configuration, workforce optimisation and reporting platforms.
• Work collaboratively with infrastructure, network, operations and application teams to integrate contact centre solutions with enterprise platforms.
• Lead testing activities including functional, integration, performance and user acceptance testing.
• Provide advanced troubleshooting and root cause analysis for complex contact centre platform issues.
• Produce high-quality technical documentation including architecture diagrams, HLDs, LLDs, implementation runbooks and operational procedures.
• Act as the technical lead and trusted advisor for contact centre initiatives and platform enhancements.
• Collaborate with vendors and stakeholders to ensure successful delivery of project outcomes.

Skills

Enterprise contact centre solutions

Project lifecycle management

Troubleshooting and technical leaderh

CRM integration and analytics

Education

Certifications in contact centre/networking

Tools

IVR solutions

CRM systems

Workforce management tools

Reporting platforms

Job description

• Daily Rate – 12 Month Contract + Extensions
• Sydney Based
• Flex Work Environment – 3 Days Onsite / 2 Days Remote

About the Role

Our client is seeking an experienced Contact Centre Engineer to lead a major contact centre transformation initiative. This is a hands‑on engineering role requiring strong experience delivering complex contact centre solutions, platform upgrades, migrations and enterprise‑scale customer engagement environments.

The successful candidate will take ownership of a significant contact centre upgrade project, leading the end‑to‑end planning, design, implementation, testing and deployment of critical platform enhancements. Working closely with infrastructure, network, operations and business stakeholders, you will ensure the successful delivery of highly available, scalable and resilient contact centre services that support business‑critical customer operations.

This is an excellent opportunity to join a high‑performing technology team and play a key role in modernising customer engagement platforms within a large enterprise environment.

Due to the specialist nature of this skill set, candidates can be based anywhere in Australia, with flexible working arrangements considered for the right individual.

Key Accountabilities

• Lead end-to-end contact centre platform upgrades and transformation initiatives.
• Own the complete project lifecycle including planning, design, implementation, testing, cutover, support and production deployment.
• Design and implement contact centre solutions, ensuring scalability, resilience and operational efficiency.
• Develop upgrade, migration and rollback strategies to minimise business risk and service disruption.
• Configure and optimise contact centre technologies including call routing, IVR integrations, agent configuration, workforce optimisation and reporting platforms.
• Work collaboratively with infrastructure, network, operations and application teams to integrate contact centre solutions with enterprise platforms.
• Lead testing activities including functional, integration, performance and user acceptance testing.
• Provide advanced troubleshooting and root cause analysis for complex contact centre platform issues.
• Produce high‑quality technical documentation including architecture diagrams, HLDs, LLDs, implementation runbooks and operational procedures.
• Act as the technical lead and trusted advisor for contact centre initiatives and platform enhancements.
• Collaborate with vendors and stakeholders to ensure successful delivery of project outcomes.

Key Capabilities

• Extensive experience delivering enterprise contact centre solutions and platform upgrades.
• Proven experience leading complex migration and transformation projects.
• Strong understanding of contact centre architecture, customer engagement platforms and telephony technologies.
• Experience integrating contact centre platforms with CRM systems, workforce management tools, analytics platforms and other enterprise applications.
• Strong troubleshooting, problem‑solving and technical leadership skills.
• Ability to produce detailed technical designs and implementation documentation.
• Excellent stakeholder management and communication skills.
• Experience working within large enterprise environments supporting mission‑critical customer service operations.
• Ability to work both strategically and hands‑on throughout the project lifecycle.

Experience & Qualifications

• Demonstrated experience designing, implementing and supporting enterprise contact centre environments.
• Proven experience delivering large‑scale contact centre upgrade, migration or transformation projects.
• Strong background across contact centre technologies including call routing, IVR solutions, reporting platforms, workforce optimisation and agent desktop solutions.
• Experience integrating contact centre solutions with enterprise applications and business systems.
• Experience delivering projects within highly available, customer‑facing enterprise environments.
• Strong understanding of resilience, scalability, disaster recovery and operational support principles.
• Relevant contact centre, networking or infrastructure certifications highly regarded.

Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.