Lead Solution Architect, Contact Centre

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 you will connect 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 clear 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 the problem, assumptions, options, decision criteria, stakeholder needs, dependencies and material trade-offs behind significant recommendations, in concise, reusable and traceable architecture deliverables and decision records

- Independently assess complex solution and technical design options using business outcomes, technical feasibility, benefits, costs, risks, dependencies, operability and strategic consequences

- Lead architecture deliverables for complex, critical and material solution-level work within the role’s assigned scope, and own the analysis, recommendations, decision records, agreed actions and follow-through

- Develop transition architectures that provide near-term value without unnecessarily restricting the target state or closing future options

- Connect the solution view to relevant enterprise strategies, standards, guardrails, patterns and roadmaps

- Provide technically credible direction and challenge during detailed design by engineering teams, Technical Leads, platform teams, vendors and delivery partners

- Verify and validate designs through critical design reviews and recommend remediation or broader governance where required

Domain strategy and transformation

- Contribute to Contact Centre Technology strategy, target-state development and roadmaps without independently owning enterprise strategy or target architecture

- Connect decisions across customer journeys, business processes, voice, digital channels, customer relationship management, data, identity, knowledge, workforce management, analytics and AI

- Consider the whole business and technology system rather than treating individual platforms or vendor products as isolated architecture domains

- Identify where a local product, program or platform decision may have broader enterprise consequences

- Support capability sequencing and practical transition planning across related initiatives

- Recommend reusable integration approaches and contribute evidence to improving approved architecture patterns

- Engage Enterprise Architecture where broader direction, standards, cross-pillar coherence or material enterprise trade-offs are involved

- Identify opportunities to simplify the estate, reduce duplication, retire obsolete components and replace bespoke approaches with reusable patterns

- Challenge unnecessary complexity and legacy assumptions while recognising legitimate business, regulatory, platform and operational constraints

- Support experiments and proofs of concept where needed to test assumptions, compare options or reduce delivery risk.

What  you ’ll  bring

- Five or more years’ experience designing and leading complex enterprise solutions, including substantial experience with enterprise contact centre technologies

- Strong knowledge of solution architecture methods, integration approaches, architecture governance and well-architected design principles

- Experience connecting business outcomes and customer journeys to architecture decisions across business, application, integration, data, identity, security and operational concerns

- Experience developing current-state, transition and target-state solution architectures, and recording decisions in concise, reusable and traceable architecture records

- Demonstrated ability to establish the underlying problem and stakeholder needs before developing solution options

- Experience maintaining architecture continuity across multiple related initiatives, platforms and accountability boundaries

- Demonstrated ability to assess options using benefits, costs, risks, dependencies, operability and strategic trade-offs

- Experience facilitating difficult decisions involving teams with materially different needs, assumptions and accountabilities

- Demonstrated ability to influence material outcomes without formal authority

- Demonstrated ability to engage confidently with C-suite executives, business stakeholders, architects and engineers, and translate complex technical architectures and trade-offs into clear, concise and easily understood business outcomes and recommendations

- Experience applying enterprise strategies, standards and patterns and recognising when broader architecture review is required

- Experience carrying architecture intent through detailed design, delivery, transition and initial operation

- Experience using incidents, service performance and operational evidence to test or improve design decisions

- Understanding of resilience, availability, performance, recoverability, observability, supportability and failure handling

- Strong knowledge of enterprise contact centre architecture and its relationship with customer journeys, business processes, voice, routing, digital channels, workforce management, recording, quality, analytics, knowledge, data, integration, identity, security and AI-enabled assistance

- Demonstrated technical depth to independently assess complex contact centre solution designs, test engineering assumptions and challenge senior technical specialists constructively.

- Experience with NICE CXone, Cisco UCCE, Verint or comparable enterprise contact centre platforms is highly desirable. Exposure to Genesys contact centre platforms would also be advantageous. Experience with every named platform is not required

- Experience in financial services or another regulated industry is desirable

- Working knowledge of a recognised architecture method, such as TOGAF, is desirable

What We Offer

- Boosted superannuation with 13% as standard.

- 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).

- Work from home and many more flexibility options with myFlex.

- Up to 50% off personal insurance, including home and motor insurance.

- Partner discounts on private health insurance, tech & appliances, and many more.

- Industry-leading 20 weeks paid parental leave.

- Access to LinkedIn Learning, the award-winning IAG Academy, and study assistance .

*employment type eligibility criteria apply

Applications close:  Sunday  18 October  2026  11:59PM AEDT

Adjustments and Support

If you require any support or adjustments to  participate  equitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation.

More About Us

As part of IAG  you'll  enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.  That ’s  not just words.  It ’s  our people promise.  We're  ready for you with unexpected opportunities for your career, your work-life  and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and  culture, and  are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.