Chapter Lead, System Engineering – Integrated Channels

• You are a problem solver with a strong background in System Engineering and contact centre technologies
• We have one of the largest contact centres in Australia with over 30m voice calls and 4m Async Chat conversations per year
• You will be part of a wider System Engineering community contributing to the resilience of our systems

See yourself in our team
The Technology division delivers the Group’s information technology and banking operation functions to ensure the highest levels of customer service through world-class process excellence and technology innovation.
The System Engineering function supports, maintains and improves the integrations between the various contact centre applications and systems while also ensuring our systems are always available to our customers.
The Transform Crew purpose is to enable our business to excel at servicing customers providing a seamless experience through simplified and secure technologies.
Our current objectives focus on:

• Uplifting our monitoring and alerting approach to more proactively identify and resolve issues
• Leveraging market-leading technologies to improve the way we serve our customers

This role will report directly to the Crew Tech Lead of the Transform crew within Integrated Channels domain.
Do work that matters
As the Chapter Lead, you will provide System Engineering leadership direct interaction with business stakeholders enabling secure outcomes to the Group and its customers.
More specifically, you will:

• Act as the thought leader on System Engineering, within a complex and diverse technology stack
• Be a coach and mentor to a team of System Engineers, guiding them through complex problems while also uplifting capabilities through a well-thought-out learning path
• Be hands-on in contributing to the objectives of the System Engineering Chapter, while also working with and influencing others
• Identify new initiatives for the chapter that provide robust objectives and outcomes
• Support squads in the delivery of complex System Engineering requirements

We are interested in people who:
Are passionate about System Engineering within the context of contact centre technologies. You may have previously worked in the capacity of a senior/staff system engineer and are looking towards taking on direct people management opportunities. You will have owned wide-reaching initiatives that improve our systems.
You will bring:

• Experience in CI/CD, DevOps automation engineering and processes
• Extensive experience in the OSI Model, TCP/IP and higher layer protocols (e.g., HTTP, HTTPS, DNS, SNMP)
• Strong understanding of the SIP and VoIP protocols
• Experience with Splunk and AppDynamics
• Strong Network fault analysis and diagnostic skills (Packet analysis using Wireshark)
• Experience in working with f5 load balancers including GTM and LTM configuration
• Experience or a demonstrable interest in automation
• Experience in working in Linux and Containerised Environment
• Effective communication skills (verbal and written)

We support our people with the flexibility to balance where work is done with at least half your time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work for you. We’re open to people based in Sydney, or Melbourne.
If this role is of interested to you, please apply directly, or reach out to have a confidential discussion in more detail.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 21/03/2024