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Engineer Chapter Lead

ANZ - Melbourne, VIC

Source: uWorkin


In the Banker Experience (BX) Tribe we enable our Bankers to deliver great service to customers, through intelligent, integrated tools and processes. Bankers become advocates of the solutions they use, reflecting the fact that we put our frontline teams at the centre of everything we do.

What’s your mission?

As a Chapter Lead supporting the Contact Centre, your mission is to help design, build and manage the development team for a modern, agile Contact Centre.

You will employ your broad knowledge of modern digital and SaaS systems to help reshape our Contact Centre technology landscape so that we are able to deliver key customer propositions. Your work will require you to take on board a broad set of inputs from our stakeholders and use them to set the technical direction for the development team, build strong engineering processes and cross-team collaboration.

What will your day look like?

Every day will be different but some of the key things you will do are-

  • Direct the build of automated engineering processes.
  • Give considered technical direction for new work derived from epics and stories.
  • Help estimate effort to facilitate sprint prioritisation.
  • Mentor squad members to help them improve their technical capability.
  • Work with the Tech Area Lead, Product Owners and Solution Architects to set technical direction.
  • Be an advocate for the Contact Centre engineering team in discussions with business and technology stakeholders.
  • Be a champion of both agent experience and customer experience
  • Work closely with integration partners to ensure designs are well implemented and robust.
  • Influence vendors and other teams to achieve good engineering outcomes.
  • Troubleshoot production technical issues.
  • Working ahead of current implementations to ensure the smooth flow of engineering work.
What will be in your toolkit?
  • Previous exposure to Contact Centre technology - Genesys, AWS Connect, Twilio or similar where you have-
  • Driven design and delivery of APIs/integration, security and SaaS solutions
  • Designed and built email, chat and,voice solutions, workforce management and QA solutions.
  • Strong background in front-end and back-end JavaScript and related technologies.
  • Understanding of infrastructure PaaS concepts like containerisation, and virtualisation.
  • In depth understanding and advocate for automated engineering and testing processes and practice for cloud-based delivery.
  • Able to lead confidently through ambiguity, driving capability and workforce transformation while ensuring stability and IP retention.
  • Experienced engineers looking to take the next step in their career are encouraged to apply.
About ANZ

Our purpose is to shape a world where people and communities thrive. That's why we strive to create balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.

Career development means different things to different people. It may simply mean developing a skill, broadening your experience by moving sideways or stretching yourself by moving to a different business. How you manage and develop your career is up to you, but ANZ is committed to helping you do this by providing you with the support, tools and resources you need.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.