Are you passionate about transforming customer and colleague interactions through intelligent automation and cloud technologies? Lead the strategic evolution of our enterprise voice and conversational AI ecosystem. Embedded within the Head of Workspace domain, you will spearhead the shift from traditional contact centre models to a modern, digital-first, AI-enabled customer experience platform powered by Amazon Connect, Amazon Lex, and cutting-edge Generative AI / LLM solutions.

In this pivotal role, you will bridge the gap between business strategy, customer experience (CX), operations, and engineering—translating complex service requirements into intuitive, highly automated voice and digital customer journeys.

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

To be successful in the role you will have: …

• 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.