Tech Lead: Contact Center Platform & Architecture

IAG Loyalty; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

IAG Loyalty, based in London, seeks a Tech Lead for Contact Centre products to own architecture, guide delivery, and ensure scalable, secure solutions across platforms including Amazon Connect. You will lead development, drive best practices, and mentor engineers in a fast-paced, hybrid work environment.

The role emphasizes end-to-end ownership, collaboration with product teams, and a data‑driven approach to improve reliability and user satisfaction within the Loyalty division.

Qualifications

• Architecture & design expertise – proven ability to design and evaluate new services, ensuring solutions align with product goals and system health.
• Integration patterns & security awareness – solid understanding of secure, scalable system integration and best-practice security principles.
• Cloud & DevOps skills – demonstrated experience delivering cloud-native products using modern CI/CD pipelines, with hands-on expertise in AWS, GitHub, and Terraform (preferred).
• Development skills – strong expertise in at least one core language or framework (e.g. Node.js, TypeScript, React), with a sound understanding of APIs and common design patterns.
• Agile mindset – extensive experience working in agile environments, focused on delivering customer value and driving continuous improvement.
• Contact centre experience – preferred but not essential. Experience with Amazon Connect is advantageous; strong candidates without direct domain experience will be considered.

Responsibilities

• Own the architecture, get hands on to deliver the vision and drive its evolution to improve efficiency, effectiveness, and user satisfaction across the platform.
• While Amazon Connect will be a key focus, you will also support other contact centre solutions, ensuring all systems are fit for purpose, scalable, and aligned with best practices.
• You will manage integrations with third‑party systems and collaborate closely with other product teams across the Loyalty division and the wider group to ensure seamless interoperability and secure, robust solutions.
• You will champion high‑quality development across the team, applying appropriate testing methodologies, participating in code reviews, and leveraging static analysis tools to maintain maintainable, high-performance software.
• You will create and maintain clear technical documentation for internal teams and external stakeholders, ensuring the right level of detail and tone.
• Using a proactive, data‑driven approach, you will monitor product health, identify areas for improvement, and drive initiatives to maintain system reliability, performance, and user satisfaction.
• Additionally, you will mentor and guide engineers on architecture, integration patterns, and best practices, helping raise the technical capability and innovation of the team.

Skills

Architecture

Integration

Cloud & DevOps

Development

Agile mindset

Contact centre experience

Tools

AWS

GitHub

Terraform

Job description

IAG Loyalty, based in London, seeks a Tech Lead for Contact Centre products to own architecture, guide delivery, and ensure scalable, secure solutions across platforms including Amazon Connect. You will lead development, drive best practices, and mentor engineers in a fast-paced, hybrid work environment.

The role emphasizes end-to-end ownership, collaboration with product teams, and a data‑driven approach to improve reliability and user satisfaction within the Loyalty division.