Senior Project ManagerSenior Scrum Master – Contact Centre Transformation
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Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
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Job Summary
Create your best future and join Westpac as a Senior Project Manager / Senior Scrum Master.
Whats the role
Westpac is seeking a dynamic Senior Project Manager / Senior Scrum Master to lead the end-to-end discovery design integration and delivery of our cloud-based contact centre program. Supporting more than 6000 agents across multiple business units this role is pivotal in transforming our customer engagement capabilities and enabling a truly integrated digital and voice experience.
The role is responsible for managing end-to-end integration of cloud-based contact centre technologiesincluding IVA Digital Banking AI services and Browser Mobile and Desktop Appswhile driving the integration of conversational AI (AWS Lex) and leading all technical discovery design delivery and migration activities with business and technical SMEs. It requires strong stakeholder engagement collaborating with product owners to define build priorities managing senior stakeholders across business IT and vendor teams (including external Agile squads) and ensuring clear transparent communication aligned to Westpacs strategic objectives. The position leads large-scale project streams ($10m) overseeing project planning delivery reporting governance regulatory compliance and risk management while ensuring migration readiness UAT training and seamless handover to operational teams. Additionally the role provides Agile leadership as Scrum Masterdriving Scrum and Kanban practices coaching internal and external squads leveraging Jira Confluence and DevOps tools for effective delivery and managing external squads responsible for digital banking and desktop app builds.
What do I need
- Proven experience leading large-scale cloud contact centre integration projects (ideally 500 seats).
- Hands-on experience with cloud platforms such as Avaya Genesys Twilio or Amazon Connect.
- Technical understanding of IVA AWS Lex cloud integrations AI services and app development.
- Strong Agile leadership experienceincluding Scrum Master or Agile Practitioner certifications.
- Demonstrated experience with DevOps practices CI/CD and collaboration tools.
- Experience using Jira Confluence Kanban boards and DevOps environments.
- Strong stakeholder vendor and external squad management capability.
- Proven delivery success within financial services or similarly complex enterprise environments.
- Familiarity with ITIL Agile and traditional project management methodologies (PMP PRINCE2).
- Bachelors degree in Information Technology Business or related field.
- Additional project management certifications (PMP PRINCE2 Agile etc.).
- Experience integrating IVA Digital Banking AI UI and Desktop Apps within cloud contact centre platforms.
- Special offers on banking products and discounts from top brands including generous employee-only mortgage rates!
- Flexible work arrangements to help you achieve a greater work/life balance and a variety of leave options including Culture Lifestyle and Wellbeing leave.
- Tailored learning and development opportunities to help your grow your career within the bank.
- Lots of opportunities to give back to the Community by getting involved in our many volunteering initiatives.
Required Experience:
Senior IC
Key Skills
- HR Management
- Hydraulic
- Administration & Operation
- Fitness
- Football Coaching
About Company
Westpac has a long and proud history as Australia's first and oldest bank. It was established in 1817 as the Bank of New South Wales under a charter of incorporation provided by Governor Lachlan Macquarie. In October 1982 it changed its name to Westpac Banking Corporation following th ... View more
