Contact Centre Systems Technical Lead

- 12-months contract with possible extension
- QLD, WA, ACT, VIC, NSW, NT, SA, TAS
- Ability to obtain NV1

DFP Recruitment is seeking an experienced Contact Centre Systems Technical Lead to join our Government Client team.

Key Duties and Responsibilities

- Design, build, deploy, and support cloud-based contact centre solutions, with a focus on AWS Amazon Connect.
- Architect and implement solutions leveraging AWS microservices (e.g., S3, Lambda, API Gateway, DynamoDB, Step Functions).
- Lead the technical design and integration of contact centre platforms with enterprise systems.
- Ensure solutions adhere to security, compliance, and integration best practices.
- Deliver end-to-end full stack solutions, including:
- Front-end user interfaces (e.g. agent desktops, dashboards, customer-facing interactions)
- Back-end services, APIs, and integrations
- Ensure secure design and implementation of all components, including identity, access, and data protection controls.
- Define and implement Infrastructure as Code (IaC) using tools such as Terraform.
- Build and maintain CI/CD pipelines to enable automated testing, deployment, and release management.
- Prioritise work items and manage delivery through a structured work queue aligned to Agile methodologies.
- Play a pivotal role within project teams, contributing to planning, design, and delivery using Agile frameworks.
- Collaborate closely with business stakeholders to define requirements, set priorities, and ensure desired outcomes are achieved.
- Provide technical leadership and mentoring to engineers and technical administrators within the team, fostering a culture of collaboration, continuous improvement, and proactive issue resolution.
- Proactively identify risks, issues, and opportunities for improvement within the contact centre ecosystem.
- Promote knowledge sharing through documentation, peer reviews, and regular technical forums to uplift capability across the team.





Essential Skills and Experience

- Demonstrated extensive hands-on experience designing, developing and supporting AWS cloud solutions, with deep technical expertise in Amazon Connect and associated contact centre technologies.
- Strong experience designing and implementing AWS microservices architectures, including services such as Lambda, API Gateway, S3, DynamoDB and Step Functions, and applying appropriate system integration and API-led design patterns.
- Demonstrated full-stack development experience, encompassing front-end applications and agent tooling, back-end APIs and services, and complex integrations across enterprise platforms.
- Proven experience designing and delivering secure, scalable and resilient cloud solutions, including identity and access management, encryption, secure integration patterns and alignment with relevant security and governance requirements.
- Strong experience applying Infrastructure as Code and DevOps practices, including Terraform, CI/CD pipelines, automated testing, version control and continuous delivery using tools such as GitLab, Jenkins and Git.
- Demonstrated ability to provide technical leadership in complex delivery environments, including independently resolving complex technical issues, guiding technical teams and effectively engaging stakeholders to translate technical requirements and constraints into business outcomes.

Desirable Skills and Experience

- Experience with containerisation and orchestration technologies, particularly Kubernetes, within cloud-based enterprise environments.
- Demonstrated experience working within Australian Government workplace,



with knowledge of government technology platforms, integrations, governance frameworks, security requirements and delivery processes.
- Experience leading the design, implementation and ongoing optimisation of enterprise contact centre solutions, including integration with broader digital, CRM and customer service platforms.
- Strong understanding of Agile delivery methodologies and experience working collaboratively across multidisciplinary technical, product and delivery teams.

To Apply:
If this sounds like the role for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or contact Deepika at [email protected]

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link - if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [email protected] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/legal_documents/privacy_policy. Do not submit any sensitive personal information in your resume.

📌 Contact Centre Systems Technical Lead (Melbourne)
🏢 Dfp Recruitment
📍 Melbourne