Senior Project Manager Cloud Contact Centre Delivery

Westpac Group; Council of the City of Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

A leading financial institution in Australia seeks a Senior Project Manager to drive the delivery of a large-scale cloud-based contact centre platform. You will manage project plans, budgets, and cross-functional teams while ensuring compliance with quality standards. Ideal candidates have proven experience in large-scale cloud contact centre projects, strong Agile leadership skills, and hands-on knowledge of relevant cloud technologies. This role offers flexible work arrangements and opportunities for personal development.

Benefits

Special offers on banking products

Flexible work arrangements

Tailored learning and development opportunities

Qualifications

• Proven experience leading large-scale cloud contact centre projects, ideally for 500 seats.
• Strong Agile leadership including certifications like Scrum Master or Agile Practitioner.
• Hands-on experience with platforms like Avaya, Genesys, Twilio or Amazon Connect.

Responsibilities

• Lead end-to-end delivery of a large-scale cloud-based contact centre platform.
• Manage project plans, budgets, and cross-functional teams.
• Oversee integration migration and risk management.

Skills

Agile leadership experience

Cloud contact centre project experience

Vendor management skills

Technical understanding of DevOps practices

Tools

Confluence

Jira

Cloud technologies

Job description

Description

Create your best future and join Westpac as a Senior Project Manager.

Whats the role

This role is responsible for leading the end-to-end delivery of a large-scale integrated cloud-based contact centre platform for Westpac Bank supporting over 6000 agents across multiple business units. It ensures the successful implementation migration and operational readiness of the new platform driving transformation in customer engagement and operational efficiency.

The role involves managing project plans, budgets, and cross‑functional teams while championing Agile delivery. It oversees integration migration and risk management ensuring compliance with quality standards. Key responsibilities also include stakeholder engagement aligning with strategic objectives and promoting best practices.

What do I need

• Proven experience leading large‑scale cloud contact centre projects ideally delivering solutions for 500 seats.
• Strong Agile leadership experience including applying Scrum, Kanban or similar methodologies and certifications (e.g. Scrum Master Agile Practitioner) preferred.
• Hands‑on experience with cloud‑based contact centre platforms such as Avaya, Genesys, Twilio or Amazon Connect including IVR cloud integrations and AWS/cloud technologies.
• Demonstrated technical understanding of DevOps practices supporting continuous integration, deployment and collaboration between development and operations teams.
• Experience with project collaboration and tracking tools such as Confluence, Jira and Kanban boards.
• Strong vendor management and contract negotiation skills with a track record of delivering outcomes with third‑party partners.
• Proven success in IT transformation or digital delivery projects ideally within financial services or contact centre environments.
• Familiarity with ITIL, Agile and traditional project management methodologies (e.g. PMP, PRINCE2) is advantageous.

Why join us

We’re obsessed with becoming our customers’ #1 banking partner for life and are looking for people who are passionate about helping us achieve that. 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.

Create your future today

To get started simply click on the APPLY or APPLY NOW button

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 out more information and additional contact details by visiting the People with Disability and/or needing Accessibility Requirements page on our website.

#LI-Hybrid.

Required Experience :

Senior IC

Key Skills

Copy Editing, Facility Management, Factory, Interior Fit‑Out, Asic

Employment Type: Full-Time

Department / Functional Area: Project Management

Experience: years

Vacancy: 1