Senior Contact Centre Engineer

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

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

Step into one of the largest contact centre transformations in Australia and New Zealand. We're looking for a Senior Contact Centre Engineer to help deliver the next phase of IAG's contact centre technology evolution. You'll play a key role in migrating thousands of users onto modern cloud platforms, designing new service capabilities and driving innovations that improve both customer and employee experiences.

Working alongside engineers, architects and product leaders, you'll bring deep technical expertise while helping grow capability across the broader team. If you're passionate about contact centre technology, automation, AI-enabled customer experiences and solving complex challenges at scale, this is an opportunity to make a genuine impact

This is a permanent full-time role based in multiple locations across Australia and New Zealand.

Ngā Mahi Hei Whakatutuki Māu | What You'll Do

• 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.

Ōu Pūkenga me ōu Wheako | What You'll Bring

• 5+ years' experience working with enterprise contact centre technologies in a hands-on engineering role.
• Demonstrated experience with NICE CXone is essential. Experience with Cisco UCCE is highly desirable. Candidates with strong experience in comparable contact centre platforms, such as Genesys or Avaya, will also be considered, depending on the depth and relevance of their experience.
• Technical expertise across contact centre platforms, integrations, service configuration and operational support.
• Strong problem-solving and troubleshooting skills, including the ability to respond to complex technical challenges and critical incidents.
• Experience mentoring and guiding engineers while contributing to a collaborative and high-performing culture.
• Curiosity for emerging technologies, including AI and automation, and a passion for identifying innovative ways to improve customer and operational outcomes.
• Excellent communication skills with the ability to build relationships across technical and non-technical stakeholders.

Tā Mātau ki a Koutou| What We Offer

• Boosted KiwiSaver with 4.5% employer contribution and life insurance as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Up to 50% off personal insurance, including home and motor insurance.
• Annual $500 health & wellbeing payment.
• 14 Weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

Applications close: Wednesday 30 September 2026 11:59PM NZST

Please note – full time, part time, and job-sharing arrangements will be considered.

Tā Mātau Ratonga Tautoko | Adjustments & Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [e-mail] for a confidential conversation.

He pitopito kōrero anō mō mātau | More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We acknowledge Tāngata Whenua in Aotearoa and are committed to growing Māori prosperity and wellbeing in Aotearoa through He Rautaki Māori (IAG’s Māori Strategy). We celebrate unique viewpoints shaped by life experiences, cultures and passions. And expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual.