About the role
Who we are 🌍
We’re IAG Loyalty - one organisation with two ambitious, growing divisions across Loyalty and Holidays. Each has its own goals, strategy and team, but together we’re united by a shared vision to create a more rewarding world of travel and experiences.
Our Loyalty division is home to Avios, the global loyalty currency, enabling millions of members to collect and spend rewards across travel, retail and financial services.
Our Holidays division including British Airways Holidays and Iberia Vacaciones, brings together trusted brands, connecting customers to thousands of destinations worldwide through seamless, end-to-end travel experiences.
We’re on an exciting journey of growth and transformation – we’re going places.
The opportunity ✨
The Loyalty division provides the technical capabilities and designs the loyalty programmes for IAG airlines through our Loyalty Platform. Within Customer Contact, Amazon Connect serves as our core contact platform, alongside other customer channels aligned to our Customer Contact Strategy.
In this new Tech Lead opportunity, you will play a key role in designing, building and architecting innovative solutions across our contact centre products. You’ll ensure customers receive a seamless experience while providing colleagues with effective, efficient tools to support their work. Collaborating closely with the Product Manager, you will assess technical feasibility, define architectural constraints, act as the Senior Engineer in the team and provide guidance to developers to enable smooth integration with our web and mobile channels. As the team’s technical advocate, you will lead all aspects of development, sharing industry knowledge, advising on best practices, and introducing innovations to benefit the business both now and in the future.
What you’ll be doing 🚀
As the Tech Lead for our Contact Centre products, you will own the architecture, get hands on to deliver the vision and drive its evolution to improve efficiency, effectiveness, and user satisfaction across the platform. While Amazon Connect will be a key focus, you will also support other contact centre solutions, ensuring all systems are fit for purpos…
