Senior Contact Centre Transformation Engineer (Hybrid)

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

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