Senior Project Manager - Cloud Contact Centre Delivery

Create your best future and join Westpac as a Senior Project Manager. 

What’S The Role?

This role is responsible for leading the end-to-end delivery of a large-scale, integrated cloud-based contact centre platform for Westpac Bank, supporting over 6,000 agents across multiple business units. It ensures the successful implementation, migration, and operational readiness of the new platform, driving transformation in customer engagement and operational efficiency.

The role involves managing project plans, budgets, and cross-functional teams while championing Agile delivery. It oversees integration, migration, and risk management, ensuring compliance with quality standards. Key responsibilities also include stakeholder engagement, aligning with strategic objectives, and promoting best practices.

What do I need?

• Demonstrated experience leading Agile teams and applying Agile methodologies (e.g., Scrum, Kanban) to deliver fast-tracked, high-quality outcomes.
• Experience with a DevOps approach is beneficial, supporting continuous integration, deployment, and collaboration between development and operations teams.
• Hands-on experience with Confluence, Jira, and Kanban tools for project collaboration, tracking, and delivery.
• Proven experience delivering large-scale IT transformation projects, ideally in financial services or contact centre environments.
• Deep understanding of cloud-based contact centre platforms (e.g., Avaya, Genesys, Twilio, Amazon Connect, or similar).
• Strong vendor management and contract negotiation skills.
• Familiarity with ITIL, Agile, and traditional project management methodologies (e.g., PMP, PRINCE2).

Why join us?    

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• 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.

Create your future today

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website.

#Li-Hybrid.