Senior Software Engineer (Developer)

Role: EL1 Contact Centre Systems Technical Lead The EL1 Contact Centre Systems Technical Lead (Labour Hire) is accountable under broad direction to undertake very complex work delivering quality outcomes across the functions of the NDIA. The position will exercise a considerable degree of independence to engage in complex problem solving and issues management, particularly in relation to contact centre platforms and integrations. The role requires sound decision-making and judgement to produce senior-level technical advice and support. The role will lead the design, development, and ongoing enhancement of the Agency’s cloud-based contact centre platforms, with a strong focus on AWS Amazon Connect and associated AWS microservices. The EL1 Contact Centre Systems Technical Lead (Labour Hire) will collaborate with key business stakeholders, vendors, and internal teams to enhance and support the delivery of contact centre capabilities, ensuring solutions are scalable, secure, and aligned to business outcomes. The position is responsible for managing key internal and external stakeholder relationships and, where required, will represent and negotiate on behalf of the NDIA to advance the Agency’s interests across a range of forums. Rate: The proposed rate should reflect candidate's skills and experience against the Evaluation Criteria. Candidates that do not demonstrate these criteria will not be assessed. Candidates should be aware that rates may be negotiated further as part of the selection process. Citizenship: As part of the eligibility and suitability requirement, NDIA seeks Labour Hire Workers who are Australian citizens only. Successful candidates will be required to furnish valid evidence of citizenship during the Pre-engagement Check. Labour Hire Licence: Applicable for ACT, VIC and QLD: Labour hire licences are required in the state that specified personnel are being contracted. NOTE: The position may involve participation in after-hours activities, including stakeholder engagement, incident response, operational support, and other business-critical functions as required. The successful applicant may also be required to participate in an on-call roster and provide out-of-hours support on a rotational basis. Flexibility, responsiveness, and the ability to balance competing priorities are essential, with reasonable notice provided wherever practicable. Key duties and responsibilities Responsibilities of the role include but are not limited to: Design, build, deploy, and support cloud-based contact centre solutions, with a focus on AWS Amazon Connect.Architect and implement solutions leveraging AWS microservices (e.g., S3, Lambda, API Gateway, DynamoDB, Step Functions).Lead the technical design and integration of contact centre platforms with enterprise systems.Ensure solutions adhere to security, compliance, and integration best practices.Deliver end-to-end full stack solutions, including: Front-end user interfaces (e.g. agent desktops, dashboards, customer-facing interactions)Back-end services, APIs, and integrations Ensure secure design and implementation of all components, including identity, access, and data protection controls.Define and implement Infrastructure as Code (IaC) using tools such as Terraform.Build and maintain CI/CD pipelines to enable automated testing, deployment, and release management.Prioritise work items and manage delivery through a structured work queue aligned to Agile methodologies.Play a pivotal role within project teams, contributing to planning, design, and delivery using Agile frameworks.Collaborate closely with business stakeholders to define requirements, set priorities, and ensure desired outcomes are achieved.Provide technical leadership and mentoring to engineers and technical administrators within the team, fostering a culture of collaboration, continuous improvement, and proactive issue resolution.Proactively identify risks, issues, and opportunities for improvement within the contact centre ecosystem.Promote knowledge sharing through documentation, peer reviews, and regular technical forums to uplift capability across the team. (NOTE: the key responsibilities of the role are based on current priorities and may change over time)