Job description
Systems Tech Lead (Contact Centre)
Location: ACT, NSW, VIC (Hybrid options available)
Position Type: Full-time 24 months contract.
Position Overview: We are seeking a dynamic and experienced Systems Tech Lead to join our Federal Government client's IT team. As the organisation expands, robust and efficient IT systems are essential to support daily operations, especially within their Contact Centres. The ideal candidate will be adept at managing cloud environments, particularly with AWS Connect, and possess exceptional troubleshooting skills.
Key Responsibilities:
- Troubleshoot technical issues in a cloud-based environment to ensure seamless operations.
- Provide support and maintenance for the AWS Contact Centre instance, ensuring high availability and performance.
- Configure systems and applications following industry best practices, utilising Infrastructure as Code (IaC) tools like Terraform.
- Collaborate with the ICT Service Desk and Contact Centre teams to escalate and resolve issues efficiently.
- Review current systems to identify opportunities for increased efficiency and suggest improvements.
- Oversee and review merge requests, promoting changes across different environments.
- Work closely with Assistant Directors, Project Leads, and the IT team to ensure technical solutions are consistent and viable.
- Act as an escalation point and mentor for APS5 and APS6 team members, providing guidance and support.
- Contribute to the design and implementation of enhancements and new products within the AWS Contact Centre instance.
- Build and maintain effective relationships with technical teams, business stakeholders, and vendors to facilitate smooth operations and integrated solutions.
Key Qualifications:
- Extensive experience with AWS and cloud-based environments, particularly AWS Connect.
- Proven troubleshooting skills with the ability to diagnose and resolve a wide range of technical issues.
- Proficiency in configuring and maintaining systems using IaC tools such as Terraform.
- Strong ability to communicate complex technical ideas to a diverse group of stakeholders, demonstrating high business acumen.
- Experience in promoting and managing software changes across multiple environments.
- Demonstrable leadership skills, particularly in mentoring and providing guidance to less experienced team members.
- Strong collaboration skills, capable of working effectively with different teams and external vendors.
Benefits:
- Competitive salary package with performance-based incentives.
- Flexible working arrangements, including remote and hybrid options.
- Opportunities for continuous learning and professional development.
- A collaborative and inclusive work environment.
Zak Hilton - Recruitment Consultant
T: 02615119219
M: 0403389780
Email: [email protected]
