At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

In this role youwillconnect business outcomes, customer and colleague needs, operational requirements and technology direction. You will work confidently across Contact Centre Technology, business, product, Enterprise Architecture, engineering, operations, Cyber, Identity, Data, vendors and delivery teams to establish shared understanding, make dependencies and trade‑offs visible and translate complex technical matters into clear business outcomes and practical recommendations.

You will provide sustained solution architecture leadership across related Contact Centre initiatives. You will work within IAG’s enterprise strategies, standards, guardrails and architecture governance. You lead solution‑level architecture and design, maintain an integrated solution view, and identify matters that need broader review based on their scope and materiality. You will stay involved from defining the problem through detailed design, transition and initial operation. You will give confident technical challenge, and you listen and test assumptions before you do. The team acts quickly, works across boundaries and changes its mind when someone has a better idea.

This is a full time permanent opportunity based in Gadigal Country (Sydney) or Naarm (Melbourne)

What You'll Do

Technology Accountabilities

- Provide sustained solution architecture leadership across Contact Centre Technology, connecting business outcomes, customer journeys, colleague needs,



operational requirements and technology direction when shaping solutions
- Lead solution‑level architecture within approved IAG enterprise strategies, standards, patterns and guardrails
- Maintain an integrated solution architecture view across related Contact Centre initiatives, platforms, interfaces, information flows, dependencies and decisions
- Apply enterprise direction pragmatically and identify material gaps, conflicts or departures requiring broader architecture review, based on their scope and enterprise materiality
- Develop evidence‑based recommendations and support decisions through the appropriate IAG architecture governance process or decision authority
- Balance strategic direction with safe incremental delivery, cost, security, resilience, supportability and long‑term sustainability
- Represent Contact Centre requirements and constraints clearly while recommending the best broader IAG outcome

Stakeholder and design engagement

- Build trusted relationships across business and technology teams before difficult decisions require them
- Engage affected stakeholders early enough for their outcomes, constraints, concerns and accountabilities to shape the solution
- Listen carefully to understand the business need, technical reasoning, constraints and accountabilities behind a stated solution or preferred technical position




- Establish a shared problem statement, intended outcomes and transparent decision criteria before evaluating options
- Distinguish genuine constraints from preferences, conventions and untested assumptions
- Reframe positional disagreement around customer, colleague, business, operational and enterprise outcomes
- Develop viable options collaboratively rather than presenting a completed answer for endorsement
- Make assumptions, dependencies, risks and trade‑offs visible and explain their consequences in plain language
- Identify common ground and practical transition paths while making unavoidable trade‑offs discussable without personalising disagreement
- Engage confidently with C‑suite executives, business stakeholders, architects, engineers, operations teams, vendors and delivery partners, and translate complex architecture into clear business outcomes, options and recommendations
- Re‑establish productive engagement when architecture discussions become stuck or positional
- Recognise when your own approach or the team’s way of engaging is adding friction, and adjust accordingly
- Help stakeholders understand and respect each other’s accountabilities without implying that consensus is required for every decision
- Keep stakeholders informed of unresolved decisions, material risks, recommendations and agreed actions

Solution architecture and assurance

- Translate agreed business outcomes and customer or colleague needs into coherent, implementable solution architectures
- Develop current‑state, transition and target‑state solution architectures that are traceable to agreed outcomes and requirements
- Record t

📌 Lead Solution Architect, Contact Centre (Sydney)
🏢 Iag
📍 Sydney