Senior Cloud Contact Centre Engineer | AI & Automation Focus

IAG; Wellington; On-site; NZD 120,000 - 180,000; Full time

Benefits offered by this job

KiwiSaver 4.5% employer contribution

20 days annual leave + 5 days MyLeave

Up to 50% off personal insurance

Annual $500 health & wellbeing payment

14 Weeks paid parental leave

LinkedIn Learning / IAG Academy

Job summary

IAG is seeking a Senior Contact Centre Engineer to lead engineering, configuration and support of enterprise contact centre platforms across Australia and New Zealand, migrating thousands of users to modern cloud platforms and delivering scalable service capabilities.

You will mentor engineers, collaborate with product owners and vendors, and drive automation and innovation to improve both customer and employee experiences.

Qualifications

• 5+ years of experience with enterprise contact centre technologies in a hands-on engineering role.
• Experience with NICE CXone is essential; familiarity with Cisco UCCE desirable.
• Technical expertise across contact centre platforms, integrations, service configuration and operational support.

Responsibilities

• Lead the engineering, configuration and support of enterprise contact centre platforms 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 to enhance operational efficiency and customer experiences.
• Partner with product owners, vendors, architects and stakeholders to design, implement and optimize contact centre solutions.
• Mentor and uplift engineering capability across the team and support emerging talent development.
• Explore AI, analytics and intelligent automation opportunities to shape future customer service technology at IAG.

Skills

NICE CXone

Cisco UCCE

Genesys

Avaya

Tools

NICE CXone

Cisco UCCE

Genesys

Avaya

Job description

IAG is seeking a Senior Contact Centre Engineer to lead engineering, configuration and support of enterprise contact centre platforms across Australia and New Zealand, migrating thousands of users to modern cloud platforms and delivering scalable service capabilities.

You will mentor engineers, collaborate with product owners and vendors, and drive automation and innovation to improve both customer and employee experiences.