Technical Product Owner - Unified Communications

About the Opportunity

In This Role You'll Get To

• Own the Product Vision & Roadmap: Define and drive the end-to-end product roadmap for Amazon Connect voice self-service, IVR modernisation, and Conversational AI across the enterprise.
• Design Next-Generation Customer Journeys: Architect friction-free conversational flows and self-service experiences that improve First Contact Resolution (FCR), drive call deflection, and lift customer satisfaction (CSAT/NPS).
• Backlog & Agile Leadership: Translate strategic initiatives into well-defined epics, user stories, and acceptance criteria. Champion agile delivery, backlog grooming, and sprint prioritisation.
• Harness Generative AI & Automation: Guide the deployment of LLM-powered conversational bots, intelligent authentication, intent recognition, and AI agent-assist capabilities.
• Cross-Functional Collaboration: Partner closely with Solution Architects, Platform Engineers, AWS Professional Services, UX Designers, Risk & Compliance, and Contact Centre Operations.
• Data-Driven Optimisation: Continually analyse customer interaction analytics, containment metrics, and operational KPIs to identify opportunities for continuous platform enhancement.
• Enterprise Governance & Security: Ensure all voice and conversational products comply with APRA standards, banking regulations, privacy laws, and cloud security frameworks.

What You'll Bring to the Role

• Demonstrated Product Leadership: Product Management or Product Owner experience delivering enterprise-scale digital, contact centre, IVR, or conversational AI solutions.
• Deep CCaaS Expertise: Strong hands-on knowledge of Amazon Connect or equivalent enterprise cloud contact centre platforms (e.g., Genesys Cloud, NICE CXone, Cisco).
• Conversational AI & IVR Architecture: Proven experience with Amazon Lex, natural language processing (NLP), conversational design, speech-to-text/text-to-speech, routing profiles, queues, and CRM integrations (e.g., Salesforce, Microsoft Dynamics).
• Agile Delivery Mastery: Extensive experience leading multi-disciplinary engineering squads within Agile/Scrum or SAFe frameworks.
• Bridging CX and Engineering: Ability to deconstruct complex technical concepts for executive and business stakeholders while delivering crisp, actionable technical user stories to engineers.
• Exceptional Stakeholder Engagement: A collaborative, influence-driven mindset capable of managing diverse stakeholder expectations in a regulated enterprise environment.

Why Work With Us

• Shape the Future of Banking CX: Play a frontline role in transforming how hundreds of thousands of Australians interact with their bank.
• Modern Tech Stack: Work with modern cloud-native technologies, generative AI toolsets, and enterprise AWS architectures.
• Flexible Work Culture: Enjoy genuine work-life balance with hybrid working arrangements, comprehensive health and wellbeing benefits, and continuous learning opportunities.
• Hybrid work options with a minimum local Head Office attendance requirement determined by your Leader.
• Health and well-being support, including discounted gym memberships, private health insurance options, and Employee Assistance Program (EAP).
• Learning opportunities through corporate university 'BEN U' or an external provider of your choice.

Employment Details