Senior Contact Centre Engineer

IAG; Sydney; On-site; AUD 140,000 - 190,000; Full time

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

Enterprise contact centre technologies

NICE CXone

Cisco UCCE

Cloud migration

Mentoring / leadership

Tools

NICE CXone

Cisco UCCE

Genesys/Avaya

Job description

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

Step into one of the largest contact centre transformations in Australia and New Zealand. We're looking for a Senior Contact Centre Engineer to help deliver the next phase of IAG's contact centre technology evolution. You'll play a key role in migrating thousands of users onto modern cloud platforms, designing new service capabilities and driving innovations that improve both customer and employee experiences.

Working alongside engineers, architects and product leaders, you'll bring deep technical expertise while helping grow capability across the broader team. If you're passionate about contact centre technology, automation, AI-enabled customer experiences and solving complex challenges at scale, this is an opportunity to make a genuine impact

This is a permanent full-time role based in multiple locations across Australia and New Zealand.

What You'll Do

• Lead the engineering, configuration and support of enterprise contact centre platforms, helping deliver a large-scale transformation across Australia and New Zealand.
• Deliver migration activities and new service implementations across cloud contact centre technologies, ensuring reliable and scalable customer outcomes.
• Drive automation, innovation and continuous improvement initiatives that enhance operational efficiency and customer experiences.
• Partner with product owners, vendors, architects and business stakeholders to design, implement and optimise contact centre solutions.
• Mentor and uplift engineering capability across the team, sharing knowledge and supporting the development of emerging talent.
• Explore emerging opportunities in AI, analytics and intelligent automation to help shape the future of customer service technology at IAG.

What You'll Bring

• 5+ years' experience working with enterprise contact centre technologies in a hands-on engineering role.
• Demonstrated experience with NICE CXone is essential. Experience with Cisco UCCE is highly desirable. Candidates with strong experience in comparable contact centre platforms, such as Genesys or Avaya, will also be considered, depending on the depth and relevance of their experience.
• Technical expertise across contact centre platforms, integrations, service configuration and operational support.
• Strong problem-solving and troubleshooting skills, including the ability to respond to complex technical challenges and critical incidents.
• Experience mentoring and guiding engineers while contributing to a collaborative and high-performing culture.
• Curiosity for emerging technologies, including AI and automation, and a passion for identifying innovative ways to improve customer and operational outcomes.
• Excellent communication skills with the ability to build relationships across technical and non-technical stakeholders.

Applications close: Wednesday 30 September 2026 11:59PM AEST

Please note – full time, part time, and job-sharing arrangements will be considered.

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [e-mail] for a confidential conversation.

More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.