Senior Contact Centre Engineer: Cloud Migration & AI-Driven Experience
IAG
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Benefits offered by this job
Job summary
IAG is hiring a Senior Contact Centre Engineer to lead engineering, configuration and support of our enterprise contact centre platforms across Australia and New Zealand.
You will drive migrations to cloud platforms, deliver new service implementations, and push automation and AI-enabled improvements to enhance customer and employee experiences.
You'll mentor peers, collaborate with product owners and vendors, and help shape the future of IAG's contact centre technology.
Qualifications
- 5+ years' hands-on experience with enterprise contact centre technologies.
- NICE CXone is essential; Cisco UCCE desirable; Genesys/Avaya experience considered.
- Technical expertise across contact centre platforms, integrations and configuration.
- Strong problem-solving and troubleshooting skills.
- Experience mentoring engineers and fostering collaboration.
- Curiosity for AI and automation to improve outcomes.
- Excellent communication across technical and non-technical stakeholders.
Responsibilities
- Lead engineering, configuration and support of enterprise contact centre platforms across ANZ.
- Deliver migration activities and new service implementations on cloud contact centre tech.
- Drive automation and continuous improvement to enhance efficiency and CX.
- Partner with product owners, vendors, architects and stakeholders to design solutions.
- Mentor and uplift engineering capability across the team.
- Explore AI, analytics and intelligent automation to shape future services.
Skills
Tools
Job description
IAG is hiring a Senior Contact Centre Engineer to lead engineering, configuration and support of our enterprise contact centre platforms across Australia and New Zealand.
You will drive migrations to cloud platforms, deliver new service implementations, and push automation and AI-enabled improvements to enhance customer and employee experiences.
You'll mentor peers, collaborate with product owners and vendors, and help shape the future of IAG's contact centre technology.
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