Senior Project Manager/Senior Scrum Master – Contact Centre Transformation

Job Description

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

What’s the role?

Westpac is seeking a dynamic Senior Project Manager / Senior Scrum Master to lead the end-to-end discovery, design, integration, and delivery of our cloud-based contact centre program. Supporting more than 6,000 agents across multiple business units, this role is pivotal in transforming our customer engagement capabilities and enabling a truly integrated digital and voice experience.

The role is responsible for managing end-to-end integration of cloud-based contact centre technologies—including IVA, Digital Banking, AI services, and Browser, Mobile, and Desktop Apps—while driving the integration of conversational AI (AWS Lex) and leading all technical discovery, design, delivery, and migration activities with business and technical SMEs. It requires strong stakeholder engagement, collaborating with product owners to define build priorities, managing senior stakeholders across business, IT, and vendor teams (including external Agile squads), and ensuring clear, transparent communication aligned to Westpac’s strategic objectives. The position leads large-scale project streams ($10m+), overseeing project planning, delivery, reporting, governance, regulatory compliance, and risk management, while ensuring migration readiness, UAT, training, and seamless handover to operational teams. Additionally, the role provides Agile leadership as Scrum Master—driving Scrum and Kanban practices, coaching internal and external squads, leveraging Jira, Confluence, and DevOps tools for effective delivery, and managing external squads responsible for digital banking and desktop app builds.

What do I need?

• Proven experience leading large-scale cloud contact centre integration projects (ideally 500+ seats).
• Hands-on experience with cloud platforms such as Avaya, Genesys, Twilio, or Amazon Connect.
• Technical understanding of IVA, AWS Lex, cloud integrations, AI services, and app development.
• Strong Agile leadership experience—including Scrum Master or Agile Practitioner certifications.
• Demonstrated experience with DevOps practices, CI/CD, and collaboration tools.
• Experience using Jira, Confluence, Kanban boards, and DevOps environments.
• Strong stakeholder, vendor, and external squad management capability.
• Proven delivery success within financial services or similarly complex enterprise environments.
• Familiarity with ITIL, Agile, and traditional project management methodologies (PMP, PRINCE2).
• Bachelor’s degree in Information Technology, Business, or related field.
• Additional project management certifications (PMP, PRINCE2, Agile, etc.).
• Experience integrating IVA, Digital Banking, AI, UI, and Desktop Apps within cloud contact centre platforms.
  
  

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 .