Senior Engineer, Contact Centre Platforms

Westpac Group; Sydney; Hybrid; AUD 170,000 - 210,000; Full time

Benefits offered by this job

Flexible work arrangements

Learning & development

Mortgage discounts

Volunteer opportunities

Job summary

Westpac Group is upgrading its contact centre platforms to a cloud-native solution. You will design, engineer and implement scalable components in AWS and drive the migration from on-prem to the cloud-native platform.

You’ll automate deployments with Jenkins and Terraform, support testing and cutover activities, and work with contact centre specialists and senior stakeholders to uplift the program. Flexible work arrangements and learning opportunities are provided as part of a supportive,

Qualifications

• Strong hands-on knowledge of AWS services and cloud architecture.
• Experience building and managing CI/CD pipelines with automation.
• IaC experience with Terraform and scripting in Python/Node.js.
• Hands-on experience deploying Amazon Connect at scale.
• Contact Centre design/engineering in complex environments.
• Solid security and networking understanding.
• Excellent communication with senior stakeholders.

Responsibilities

• Design, engineer and implement cloud-native contact centre platforms and services.
• Validate technical designs and build secure, scalable components.
• Support CI/CD pipelines and automate deployments.
• Assist with testing, deployment and platform cutover.

Skills

AWS cloud services

CI/CD pipelines

Terraform

Python/Node.js scripting

Amazon Connect deployment

Networking & security basics

Communication with stakeholders

Tools

Terraform

Jenkins

Node.js

Python

Job description

Senior Engineer, Contact Centre Platforms

Create your best future and join as a Senior Engineer, Contact Centre Platform.

What’s the role?

The Senior Engineer, Contact Centre Platforms will design, engineer and implement critical contact centre platforms and application services in a cloud-native environment. The role will use strong DevOps, AWS Cloud and coding skills to support a large-scale program moving from an on-premises platform to a cloud-native Contact Centre as a Service.

Key responsibilities include validating technical designs, building and configuring secure, scalable components, supporting CI/CD pipelines and reviewing code quality. You'll assist with testing, deployment and the cutover to the new platform.

The role also involves preparing support documentation, training operations teams, driving continuous improvement and staying current with emerging technologies. You'll work alongside Contact Centre specialists who will help uplift your domain knowledge as the program progresses.

What do I need?

• Strong hands-on knowledge of AWS services, including serverless, databases, networking, security and governance, plus cloud architecture and design patterns.
• Experience designing and managing CI/CD pipelines and automating deployments using tools such as Jenkins.
• Hands-on Infrastructure as Code experience with Terraform, plus scripting in languages such as Python, Node.js or JSON.
• Real-world experience deploying Amazon Connect in a large organisation.
• Contact Centre design and engineering experience in complex environments, with an understanding of voice protocols such as SIP, SDP, RTP and WebRTC.
• Solid understanding of security, networks and infrastructure, with strong problem-solving and troubleshooting skills.
• Strong communication skills and the ability to work with senior stakeholders, ideally with financial services experience.

We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help you grow your career within the bank.
• Lots of opportunities to give back to the Community by getting involved in our many volunteering initiatives

We’re all about creating a supportive and inclusive community. We welcome everyone no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the Diversity, sustainability and flexibility section.