Drive the technology strategy and engineering delivery needed for contact centre transformation.
Lead the technology aspects of Business Bank's Contact Centre Transformation.
Work across product, engineering, operations, data, AI, digital channels, service-domain/API teams and vendor partners.
Build AI-led customer and colleague experiences, including voice and chat.
Modernise the platform architecture for better customer engagement and operational control.
Provide technical leadership across teams and set engineering standards.

Experienced Chief Engineer or senior tech leader with large-scale transformation experience in regulated environments.
Strong in ambiguity; able to create clarity, momentum and disciplined delivery.
Proven experience operating high-availability, resilient customer platforms with strong controls.
Able to lead through influence across teams, domains and vendors without direct authority.
Customer-focused; connects technical decisions to outcomes (contact reduction, CX, EX, trust, business value).
Strong risk mindset across operational risk, security, privacy, compliance and governance.
Passionate about AI-led transformation, grounded in reliability, observability, data quality and human-centred design.
Able to operate across both business solutions and reusable platform thinking; adapts communication by audience.
Builds strong teams through coaching, engineering excellence and a culture of ownership and learning.

Chief Engineer – Contact Centre Transformation

Key skills