Technical Product Owner - Unified Communications

“It begins at Bendigo Bank”

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

It starts here. With Bendigo Bank… and you. 

About the opportunity

Are you passionate about transforming customer and colleague interactions through intelligent automation and cloud technologies?  Lead the strategic evolution of our enterprise voice and conversational AI ecosystem. Embedded within the Head of Workspace domain, you will spearhead the shift from traditional contact centre models to a modern, digital-first, AI-enabled customer experience platform powered by Amazon Connect, Amazon Lex, and cutting-edge Generative AI / LLM solutions.

In this pivotal role, you will bridge the gap between business strategy, customer experience (CX), operations, and engineering—translating complex service requirements into intuitive, highly automated voice and digital customer journeys.

In this role you’ll get to…

• Own the Product Vision & Roadmap: Define and drive the end-to-end product roadmap for Amazon Connect voice self-service, IVR modernisation, and Conversational AI across the enterprise.
• Design Next-Generation Customer Journeys: Architect friction-free conversational flows and self-service experiences that improve First Contact Resolution (FCR), drive call deflection, and lift customer satisfaction (CSAT/NPS).
• Backlog & Agile Leadership: Translate strategic initiatives into well-defined epics, user stories, and acceptance criteria. Champion agile delivery, backlog grooming, and sprint prioritisation.
• Harness Generative AI & Automation: Guide the deployment of LLM-powered conversational bots, intelligent authentication, intent recognition, and AI agent-assist capabilities.
• Cross-Functional Collaboration: Partner closely with Solution Architects, Platform Engineers, AWS Professional Services, UX Designers, Risk & Compliance, and Contact Centre Operations.
• Data-Driven Optimisation: Continually analyse customer interaction analytics, containment metrics, and operational KPIs to identify opportunities for continuous platform enhancement.
• Enterprise Governance & Security: Ensure all voice and conversational products comply with APRA standards, banking regulations, privacy laws, and cloud security frameworks.

What you’ll bring to the role 

To be successful in the role you will have: …

• Demonstrated Product Leadership: Product Management or Product Owner experience delivering enterprise-scale digital, contact centre, IVR, or conversational AI solutions.
• Deep CCaaS Expertise: Strong hands-on knowledge of Amazon Connect or equivalent enterprise cloud contact centre platforms (e.g., Genesys Cloud, NICE CXone, Cisco).
• Conversational AI & IVR Architecture: Proven experience with Amazon Lex, natural language processing (NLP), conversational design, speech-to-text/text-to-speech, routing profiles, queues, and CRM integrations (e.g., Salesforce, Microsoft Dynamics).
• Agile Delivery Mastery: Extensive experience leading multi-disciplinary engineering squads within Agile/Scrum or SAFe frameworks.
• Bridging CX and Engineering: Ability to deconstruct complex technical concepts for executive and business stakeholders while delivering crisp, actionable technical user stories to engineers.
• Exceptional Stakeholder Engagement: A collaborative, influence-driven mindset capable of managing diverse stakeholder expectations in a regulated enterprise environment.

So, why work with us?

• Shape the Future of Banking CX: Play a frontline role in transforming how hundreds of thousands of Australians interact with their bank.
• Modern Tech Stack: Work with modern cloud-native technologies, generative AI toolsets, and enterprise AWS architectures.
• Flexible Work Culture: Enjoy genuine work-life balance with hybrid working arrangements, comprehensive health and wellbeing benefits, and continuous learning opportunities.

You’ll also get access to a great range of benefits, including:

• Hybrid work? Flexible hours? A compressed work week? Our flexible work options are designed to suit your life.  We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team.  We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.
• Health and well-being support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.
• Take your learning to the next level through opportunities like our corporate university ‘BEN U’ or at an external provider of your choice.

We’re making better, bigger. And we’ll get there with you

Could you be our newest team member? Now’s the time to set your sights even higher – on the future you and the future career you deserve.  Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay apply now!

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

Still in two minds?  

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

We love the support recruitment agencies give our businesses every day, however, we have got this.  Our superstar talent advisors will reach out to our fabulous panel if we need a helping hand.

If you're already part of Bendigo Bank (including Community Banks), you'll need to apply through People Hub to submit a valid application. We’re keen to support you with the next step in your career.

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay apply now!