Tech Lead

Enthusiastic Tech Lead to architect and evolve IAG Loyalty’s contact centre platform, with a focus on Amazon Connect and integrations. You will guide cross-functional teams, ensure scalable, secure solutions, and deliver high-quality software that improves customer experience and agent efficiency. You’ll collaborate with Product Managers to shape architecture and drive innovations across web and mobile channels. This role blends hands-on development leadership with strategic technology direction in a fast-paced, growth-focused environment.

• Own the architecture and evolution of the contact centre platform to improve reliability, performance, and user experience
• Lead development efforts, set standards, and enforce best practices including code reviews and testing
• Guide integrations with third-party systems and ensure secure, scalable interoperability
• Collaborate with Product Management and other teams to align technical solutions with product goals
• Create and maintain technical documentation for internal and external stakeholders
• Mentor engineers on architectural patterns and best practices to raise the team’s technical capabilities
• Monitor product health using data-driven approaches and drive improvement initiatives

• Contact centre experience with Amazon Connect, Avaya, Genesis, or other telephony systems (bonus)
• strong Architecture & design expertise to translate product goals into technical solutions
• experience with integration patterns and security considerations
• Cloud & DevOps skills: AWS, CI/CD, infrastructure as code (Terraform preferred)
• development skills across multiple languages with strong API knowledge (Node.js, JavaScript, React)
• version control experience (Bitbucket or similar)
• Agile mindset with proven delivery in fast-paced teams

• collaborative
• mentoring
• data-driven
• Amazon Connect
• Avaya
• Genesis