Tech Lead - Amazon Connect

Who we are
We are the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, BA Holidays and The Wine Flyer. Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers. We are on a truly exciting journey of growth and transformation.

The opportunity
IAG Loyalty provides the technical capabilities and designs the loyalty programmes for the airlines in IAG through our Loyalty Platform. Within Customer Contact teams, we have established Amazon Connect as our contact platform and have built out the IAGL Customer Channels in line with our Customer Contact Strategy.

In this brand new opportunity, as our Tech Lead you will play a key role in designing and architecting new and innovative product solutions for the Amazon Connect product to enable our customers to receive a seamless experience, and allow our colleagues to use effective and efficient tools whilst supporting their expertise in customer facing products. Collaborating closely with the Amazon Connect Product Manager, you will determine technical feasibility and architectural constraints for platform developments as well as provide technical guidance and architectural direction to the developers to ensure seamless integration into our web and mobile channels.

You will become the team’s technical evangelist, advising and leading all aspects of technical development with knowledge of the wider industry landscape and helping to bring in innovations that could benefit our business in both the short and long-term.

What you will get up to
You will own the current architecture for the Amazon Connect Product and evolve the architecture to drive efficiency, effectiveness and satisfaction to users of the platform. You will support other Customer Contact products that are integrated into Amazon Connect to ensure they are fit for purpose. You will have responsibility for integration with 3rd parties and other product teams across IAGL and the wider group. You will ensure the product is developed to a high standard using appropriate testing methodologies, participating in code reviews, and leveraging static analysis tools where appropriate. You will create and maintain technical documentation for internal teams and external customers with the right level of detail and right tone of voice. You will take a proactive and data driven approach to monitoring and improvements.

What we need from you?
You will have previous experience in a team lead or technical lead role, with a background in a software engineer or developer role. You will ideally have previous experience on Amazon Connect or any other contact centre solution, coupled with demonstrable experience in developing scalable, high quality and high-performance software products. You will have experience in developing solutions in multiple programming languages & platforms (e.g. Node.js, JavaScript, Terraform, React, Atlas, etc.), and have a strong knowledge of APIs, architecture and industry standards such as OAuth 2.0. You will have experience with cloud platforms such as AWS. You are skilled with config management and infrastructure as code tools such as Terraform and CloudFormation (Terraform preferred). Experience of using version control software (we use BitBucket). Familiarity with continuous integration, continuous deployment (CI/CD) and DevOps practices. You should be comfortable architecting the solution and looking at feasibility and technical constraints. You will be responsible for ensuring that the system design and technology stack will support the intended product and overall project goals. You have extensive experience working in agile teams and are driven by delivering customer value. Ideally, you would also have a proven track record of delivering innovation.

We might not be right for you if:
You only want to focus on your to-do list; we are 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 are 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.

And in return?
You will get access to a whole host of travel, Avios, healthcare benefits and more.

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.