Senior Cloud Contact Centre Engineer — AI & Automation

IAG; Christchurch; On-site; NZD 110,000 - 170,000; Full time

Benefits offered by this job

KiwiSaver 4.5%

Annual Leave 20d

MyLeave 5d

Wellbeing payment

Parental Leave 14w

Learning & Development

Secondment opportunities

Job summary

IAG in Australasia is hiring a Senior Contact Centre Engineer to drive large-scale transformation across Australia and New Zealand. You will lead engineering, configuration and support of enterprise contact centre platforms, delivering migrations and new services on cloud platforms.

Join a team focused on automation, AI-enabled customer experiences and scalable solutions. The role is permanent full-time, based in multiple locations across Australia and New Zealand.

Qualifications

• 5+ years' experience working with enterprise contact centre technologies in a hands-on engineering role.
• Experience with NICE CXone is essential; Cisco UCCE is highly desirable; candidates with strong experience in Genesys or Avaya will also be considered.

Responsibilities

• Lead the engineering, configuration and support of enterprise contact centre platforms, helping deliver a large-scale transformation across Australia and New Zealand.
• Deliver migration activities and new service implementations across cloud contact centre technologies, ensuring reliable and scalable customer outcomes.
• Drive automation, innovation and continuous improvement initiatives that enhance operational efficiency and customer experiences.
• Partner with product owners, vendors, architects and business stakeholders to design, implement and optimise contact centre solutions.
• Mentor and uplift engineering capability across the team, sharing knowledge and supporting the development of emerging talent.
• Explore emerging opportunities in AI, analytics and intelligent automation to help shape the future of customer service technology at IAG.

Skills

Enterprise contact centre experience

Problem solving

Tools

NICE CXone

Cisco UCCE

Genesys

Avaya

Job description

IAG in Australasia is hiring a Senior Contact Centre Engineer to drive large-scale transformation across Australia and New Zealand. You will lead engineering, configuration and support of enterprise contact centre platforms, delivering migrations and new services on cloud platforms.

Join a team focused on automation, AI-enabled customer experiences and scalable solutions. The role is permanent full-time, based in multiple locations across Australia and New Zealand.