Tech Lead - Contact Centre

IAG Loyalty; Camden Town; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading loyalty program provider in Camden Town is seeking a Tech Lead to drive the architecture and development of contact centre solutions. The ideal candidate will have expertise with Amazon Connect and cloud technologies, alongside strong programming abilities. This role emphasizes high-quality development and team collaboration to enhance customer satisfaction and system performance. A hybrid work model is offered.

Qualifications

• Experience with Amazon Connect, Avaya, Genesis, or other telephony systems is a strong bonus.
• Ability to architect new services and evaluate feasibility.
• Understanding how to integrate systems securely and efficiently.
• Experience with cloud platforms such as AWS, CI/CD, and infrastructure as code.
• Experience with multiple programming languages and strong knowledge of APIs.

Responsibilities

• Own the architecture and drive its evolution to improve efficiency.
• Champion high-quality development, mentoring engineers.
• Create and maintain clear technical documentation.
• Monitor product health and drive initiatives for improvements.

Skills

Contact Centre experience

Architecture & design expertise

Integration patterns & security awareness

Cloud & DevOps skills

Development skills

Version control proficiency

Agile mindset

Job description

About the Role

We're the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, BA Holidays and The Wine Flyer. Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers. We're on a truly exciting journey of growth and transformation - we're going places! This is where you come in. IAG Loyalty provides the technical capabilities and designs the loyalty programmes for IAG airlines through our Loyalty Platform. Within Customer Contact, Amazon Connect serves as our core contact platform, alongside other customer channels aligned to our Customer Contact Strategy. In this new Tech Lead opportunity, you will play a key role in designing and architecting innovative solutions across our contact centre products. You'll ensure customers receive a seamless experience while providing colleagues with effective, efficient tools to support their work. Collaborating closely with the Product Manager, you will assess technical feasibility, define architectural constraints, and provide guidance to developers to enable smooth integration with our web and mobile channels. As the team's technical advocate, you will lead all aspects of development, sharing industry knowledge, advising on best practices, and introducing innovations to benefit the business both now and in the future.

Responsibilities

This role is based in our London, Victoria office. Our hybrid approach, The Blend, provides flexibility while keeping teams connected. You will be expected to spend at least two days per week in the office, with bi-weekly travel to our Warrington office. As the Tech Lead for our Contact Centre products, you will own the architecture 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 IAGL 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.

Qualifications

• Contact Centre experience - experience with Amazon Connect, Avaya, Genesis, or other telephony systems is a strong bonus. Candidates with prior contact centre experience will upskill faster.
• Architecture & design expertise - ability to architect new services, evaluate feasibility, and ensure technical solutions align with product goals and system health.
• Integration patterns & security awareness - understanding how to integrate systems securely and efficiently.
• Cloud & DevOps skills - experience with cloud platforms such as AWS, CI/CD, and infrastructure as code (Terraform preferred, CloudFormation acceptable).
• Development skills - experience across multiple programming languages and platforms (Node.js, JavaScript, React, Atlas, etc.), with strong knowledge of APIs and design patterns.
• Version control proficiency - experience with BitBucket or similar.
• Agile mindset - extensive experience working in agile teams, delivering customer value, and driving innovation.
• You only want to focus on your to‑do list; we're a small, high‑performing team, we help each other to succeed.
• You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn't right for everyone.
• You're looking to create but not build; this is an end‑to‑end role, you need to be comfortable owning your space, from ideation through to delivery and review. Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives. This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities. Please let us know if we can make any reasonable adjustments to support your interview process with us.