{"id":2313549,"url":"https://alion.io/job/iag-lead-solution-architect-contact-centre","title":"Lead Solution Architect, Contact Centre","company":{"id":1899828,"name":"IAG","domain":"iag.com.au","url":"https://alion.io/company/iag-com-au","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":84000,"max_usd":216000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":880},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T00:00:53Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-14T08:58:22Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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. \nIn 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.\nYou 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.\nThis is a full time permanent opportunity based in Gadigal Country (Sydney) or Naarm (Melbourne)\nWhat You'll Do\nTechnology accountabilities\nProvide sustained solution architecture leadership across Contact Centre Technology, connecting business outcomes, customer journeys, colleague needs, operational requirements and technology direction when shaping solutions \nLead solution-level architecture within approved IAG enterprise strategies, standards, patterns and guardrails \nMaintain an integrated solution architecture view across related Contact Centre initiatives, platforms, interfaces, information flows, dependencies and decisions \nApply enterprise direction pragmatically and identify material gaps, conflicts or departures requiring broader architecture review, based on their scope and enterprise materiality \nDevelop evidence-based recommendations and support decisions through the appropriate IAG architecture governance process or decision authority \nBalance strategic direction with safe incremental delivery, cost, security, resilience, supportability and long-term sustainability \nRepresent Contact Centre requirements and constraints clearly while recommending the best broader IAG outcome \nStakeholder and design engagement\nBuild trusted relationships across business and technology teams before difficult decisions require them \nEngage affected stakeholders early enough for their outcomes, constraints, concerns and accountabilities to shape the solution \nListen carefully to understand the business need, technical reasoning, constraints and accountabilities behind a stated solution or preferred technical position \nEstablish a shared problem statement, intended outcomes and clear decision criteria before evaluating options \nDistinguish genuine constraints from preferences, conventions and untested assumptions \nReframe positional disagreement around customer, colleague, business, operational and enterprise outcomes \nDevelop viable options collaboratively rather than presenting a completed answer for endorsement \nMake assumptions, dependencies, risks and trade-offs visible and explain their consequences in plain language \nIdentify common ground and practical transition paths while making unavoidable trade-offs discussable without personalising disagreement \nEngage 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 \nRe-establish productive engagement when architecture discussions become stuck or positional \nRecognise when your own approach or the team’s way of engaging is adding friction, and adjust accordingly \nHelp stakeholders understand and respect each other’s accountabilities without implying that consensus is required for every decision \nKeep stakeholders informed of unresolved decisions, material risks, recommendations and agreed actions. \nSolution architecture and assurance\nTranslate agreed business outcomes and customer or colleague needs into coherent, implementable solution architectures \nDevelop current-state, transition and target-state solution architectures that are traceable to agreed outcomes and requirements \nRecord 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 \nIndependently assess complex solution and technical design options using business outcomes, technical feasibility, benefits, costs, risks, dependencies, operability and strategic consequences \nLead 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 \nDevelop transition architectures that provide near-term value without unnecessarily restricting the target state or closing future options \nConnect the solution view to relevant enterprise strategies, standards, guardrails, patterns and roadmaps \nProvide technically credible direction and challenge during detailed design by engineering teams, Technical Leads, platform teams, vendors and delivery partners \nVerify and validate designs through critical design reviews and recommend remediation or broader governance where required \nDomain strategy and transformation\nContribute to Contact Centre Technology strategy, target-state development and roadmaps without independently owning enterprise strategy or target architecture \nConnect decisions across customer journeys, business processes, voice, digital channels, customer relationship management, data, identity, knowledge, workforce management, analytics and AI \nConsider the whole business and technology system rather than treating individual platforms or vendor products as isolated architecture domains \nIdentify where a local product, program or platform decision may have broader enterprise consequences \nSupport capability sequencing and practical transition planning across related initiatives \nRecommend reusable integration approaches and contribute evidence to improving approved architecture patterns \nEngage Enterprise Architecture where broader direction, standards, cross-pillar coherence or material enterprise trade-offs are involved \nIdentify opportunities to simplify the estate, reduce duplication, retire obsolete components and replace bespoke approaches with reusable patterns \nChallenge unnecessary complexity and legacy assumptions while recognising legitimate business, regulatory, platform and operational constraints \nSupport experiments and proofs of concept where needed to test assumptions, compare options or reduce delivery risk. \nWhatyou’llbring\nFive or more years’ experience designing and leading complex enterprise solutions, including substantial experience with enterprise contact centre technologies \nStrong knowledge of solution architecture methods, integration approaches, architecture governance and well-architected design principles \nExperience connecting business outcomes and customer journeys to architecture decisions across business, application, integration, data, identity, security and operational concerns \nExperience developing current-state, transition and target-state solution architectures, and recording decisions in concise, reusable and traceable architecture records \nDemonstrated ability to establish the underlying problem and stakeholder needs before developing solution options \nExperience maintaining architecture continuity across multiple related initiatives, platforms and accountability boundaries \nDemonstrated ability to assess options using benefits, costs, risks, dependencies, operability and strategic trade-offs \nExperience facilitating difficult decisions involving teams with materially different needs, assumptions and accountabilities \nDemonstrated ability to influence material outcomes without formal authority \nDemonstrated 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 \nExperience applying enterprise strategies, standards and patterns and recognising when broader architecture review is required \nExperience carrying architecture intent through detailed design, delivery, transition and initial operation \nExperience using incidents, service performance and operational evidence to test or improve design decisions \nUnderstanding of resilience, availability, performance, recoverability, observability, supportability and failure handling \nStrong 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 \nDemonstrated technical depth to independently assess complex contact centre solution designs, test engineering assumptions and challenge senior technical specialists constructively. \nExperience 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 \nExperience in financial services or another regulated industry is desirable \nWorking knowledge of a recognised architecture method, such as TOGAF, is desirable \nWhat We Offer \nBoosted superannuation with 13% as standard. \n20 days annual leave + 5 days MyLeave (extra leave for what’s important to you). \nWork from home and many more flexibility options with myFlex. \nUp to 50% off personal insurance, including home and motor insurance. \nPartner discounts on private health insurance, tech & appliances, and many more. \nIndustry-leading 20 weeks paid parental leave. \nAccess to LinkedIn Learning, the award-winning IAG Academy, and study assistance . \n*employment type eligibility criteria apply\nApplications close:Sunday18 October202611:59PM AEDT \nAdjustments and Support \nIf you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to  for a confidential conversation.\nMore About Us \nAs 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.","description_format":"text","description_chars":11631,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-10-12T02:49:01Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":8,"reasons":["conf:3","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/iag-lead-solution-architect-contact-centre","json_url":"https://alion.io/job/iag-lead-solution-architect-contact-centre.json","meta":{"generated_at":"2026-10-14T12:39:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15515,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1899828},"rest":"https://alion.io/mcp/rest/get_company?id=1899828"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fiag-lead-solution-architect-contact-centre"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fiag-lead-solution-architect-contact-centre"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fiag-lead-solution-architect-contact-centre"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iag-lead-solution-architect-contact-centre\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fiag-lead-solution-architect-contact-centre"}]}