Position Overview: Technical Product Owner – Unified Communications

Bendigo and Adelaide Bank is pleased to invite applications and expressions of interest for the role of Technical Product Owner – Unified Communications (Requisition ID: 2272). Operating within our dynamic Platforms and Developer Experience team, this appointment plays a pivotal role in delivering superior banking outcomes, customer advocacy, and ethical financial services across Australia.

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. 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.

At Bendigo Bank, our ethos has always set us apart: we’ve never been ‘just a bank’, and we believe our team members should never be ‘just an employee’. With more than 165 years of proud history originating during the Victorian gold rush in 1858, our enduring mission is to feed into the prosperity of customers and their communities, rather than off it.

About Bendigo and Adelaide Bank

As one of Australia’s largest, most dependable, and highest-rated retail banks, Bendigo and Adelaide Bank (ASX: BEN) delivers comprehensive financial products and services to more than 2.5 million customers nationwide. Headquartered in Bendigo, Victoria, with central corporate hubs in Adelaide, Melbourne, Sydney, and Brisbane, our nationwide presence unites regional warmth with top-tier financial expertise.

Bendigo Bank is globally acclaimed for inaugurating the Community Bank model—a pioneering social enterprise model that has returned over $350 million in profits back into the communities where they were generated. These reinvestments support schools, fire brigades, local healthcare facilities, sports clubs, and economic infrastructure. By joining our team, your daily professional achievements directly foster resilient, thriving Australian communities.

Key Accountabilities & Daily Operational Scope

In the capacity of Technical Product Owner – Unified Communications, you will manage vital responsibilities centered around operational integrity, stakeholder satisfaction, and regulatory adherence. In this high-impact position, your duties encompass:

• 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.
• 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.
• Exceptional Stakeholder Engagement: A collaborative, influence-driven mindset capable of managing diverse stakeholder expectations in a regulated enterprise environment.
• Shape the Future of Banking CX: Play a frontline role in transforming how hundreds of thousands of Australians interact with their bank.

Candidate Profile, Qualifications & Core Competencies

Bendigo and Adelaide Bank values professionals who combine technical capability with authentic empathy and customer advocacy. To be successful in the role of Technical Product Owner – Unified Communications, prospective candidates should present the following qualifications and capabilities:

• 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).
• 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.

Furthermore, individuals who demonstrate proactive problem solving, high ethical standards, and genuine enthusiasm for our core organizational values of Integrity, Connection, Teamwork, and Passion will find an exceptionally rewarding career environment.

Remuneration Benchmark, Culture & Employee Benefits

Bendigo and Adelaide Bank provides market-competitive compensation together with an extensive suite of corporate perks and career development programs:

• Competitive Remuneration: Targeted base salary ranging from $135,000 to $175,000 AUD (commensurate with demonstrated skills and verified expertise), plus 11.5% statutory superannuation.
• Work Your Way (Hybrid Flexibility): Structured hybrid working arrangements and flexible work arrangements designed to prioritize work-life balance.
• Exclusive Banking & Financial Perks: Discounted home mortgage rates, fee-free bank accounts, credit card concessions, and subsidized insurance options.
• Health & Holistic Wellbeing: Free confidential Employee Assistance Program (EAP) for you and your family, discounted health insurance schemes, and corporate wellness initiatives.
• Professional Development & Study Support: Formal qualifications pathways, financial services certifications, mentorship programs, and executive development opportunities.
• Community Volunteering Leave: Fully paid volunteer leave every year to contribute directly to registered charitable organizations or local community initiatives.

Commitment to Diversity, Equity & Inclusion

We celebrate diversity and are committed to creating an equitable, inclusive workplace where everyone feels valued, respected, and heard. Applications are strongly welcomed from First Nations peoples, people of all genders, culturally diverse candidates, members of the LGBTQIA+ community, mature workers, and candidates with disabilities.

If you need adjustments during the recruitment or interview stages, our Talent Acquisition partners will gladly accommodate your requirements.

Application Process & Next Steps

Applications for Technical Product Owner – Unified Communications (Requisition ID: 2272) are currently being reviewed on a continuous basis. Early applications are strongly recommended.

1. Click the official application link below to visit the secure Bendigo and Adelaide Bank SuccessFactors Portal.
2. Review the complete requisition specifications, criteria, and role overview.
3. Upload your current Resume / CV and any supporting documentation.
4. Submit your application through the secure applicant tracking system to ensure direct review by the recruitment team.