Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the design and architecture of innovative contact centre solutions.
- Company: Join IAG Loyalty, a leader in creating rewarding customer experiences.
- Benefits: Flexible hybrid work, competitive salary, and a focus on professional growth.
- Why this job: Make a real impact in a fast-paced, innovative environment.
- Qualifications: Experience with contact centres and strong technical skills in cloud and development.
- Other info: Embrace diversity and inclusion in a collaborative team culture.
The predicted salary is between 48000 - 72000 £ per year.
Who we are
We are the people behind global loyalty currency, Avios, and home to two ambitious, growing businesses across Loyalty and Holidays. Each business has its own goals, strategy and team, but collectively we share a purpose to create the world’s most rewarding experiences for our customers through loyalty programmes, new products and holidays. We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in.
The opportunity
IAG Loyalty 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 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, 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. This role is based in our London, Victoria office. Our hybrid approach, The Blend, provides flexibility while keeping teams connected. You will be expected to spend at least two days per week in the office, with bi-weekly travel to our Warrington office.
What you’ll get up to
As the Tech Lead for our Contact Centre products, you will ...
What we need from you
- Contact Centre experience – experience with Amazon Connect, Avaya, Genesis, or other telephony systems is a strong bonus. Candidates with prior contact centre experience will upskill faster.
- Architecture & design expertise – ability to architect new services, evaluate feasibility, and ensure technical solutions align with product goals and system health.
- Integration patterns & security awareness – understanding how to integrate systems securely and efficiently.
- Cloud & DevOps skills – experience with cloud platforms such as AWS, CI/CD, and infrastructure as code (Terraform preferred, CloudFormation acceptable).
- Development skills – experience across multiple programming languages and platforms (Node.js, JavaScript, React, Atlas, etc.), with strong knowledge of APIs and design patterns.
- Version control proficiency – experience with BitBucket or similar.
- Agile mindset – extensive experience working in agile teams, delivering customer value, and driving innovation.
We might not be right for you if:
You only want to focus on your to-do list; we’re a small, high-performing team, we help each other to succeed.
You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn’t right for everyone.
You’re looking to create but not build; this is an end-to-end role, you need to be comfortable owning your space, from ideation through to delivery and review.
Equity, Diversity and Inclusion at IAG Loyalty
Our vision, ‘to create the world’s most rewarding experiences,’ applies not only to our customers but for our colleagues too. It’s about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives. This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.
Please let us know if we can make any reasonable adjustments to support your interview process with us.
Tech Lead - Contact Centre in London employer: IAG Loyalty
Contact Detail:
IAG Loyalty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tech Lead - Contact Centre in London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry meetups. Getting to know the team can give you insider info and make your application stand out.
✨Tip Number 2
Prepare for the interview by diving deep into the company’s tech stack. Familiarise yourself with Amazon Connect and other tools mentioned in the job description. Showing that you understand their systems will impress the hiring team.
✨Tip Number 3
Practice your problem-solving skills! Be ready to tackle technical challenges during interviews. Use platforms like StudySmarter to brush up on your coding and architectural design skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team.
We think you need these skills to ace Tech Lead - Contact Centre in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about the opportunity to lead tech innovations in our contact centre. Share why this position speaks to you and how you can contribute to our mission.
Tailor Your Experience: Make sure to highlight your relevant experience with contact centre technologies like Amazon Connect or other telephony systems. We’re looking for candidates who can hit the ground running, so connect your past roles to what we need in this position.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Tech Lead role. Use bullet points if it helps to make your skills and experiences stand out!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at IAG Loyalty
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Amazon Connect and other telephony systems like Avaya or Genesis. Be ready to discuss how you've used these technologies in past roles, as well as any architectural decisions you've made. This will show that you're not just familiar with the tools, but that you can leverage them effectively.
✨Showcase Your Agile Mindset
Since this role requires working in agile teams, be prepared to share examples of how you've contributed to fast-paced projects. Talk about how you’ve iterated on solutions based on feedback and how you’ve collaborated with others to deliver customer value. This will demonstrate that you fit well within their dynamic environment.
✨Prepare for Integration Discussions
Understanding integration patterns and security is crucial for this position. Be ready to discuss how you've integrated systems securely in the past and any challenges you faced. Highlight your experience with cloud platforms and DevOps practices, especially if you have hands-on experience with AWS and Terraform.
✨Emphasise Your Leadership Skills
As a Tech Lead, you'll need to guide developers and advocate for best practices. Prepare to talk about your leadership style and how you've mentored team members in previous roles. Share specific instances where your guidance led to successful project outcomes, showcasing your ability to lead and inspire a team.
