Senior Technical Lead (WFM Platforms)

• SNSW Grade 9/10
  

• Location - Haymarket, Parramatta or Gosford
  

• 1 x Ongoing Full-Time
  

About our team

Join our dynamic Technology Services & Platform team, where we're revolutionizing digital service delivery for millions of customers. We deliver best-in-class self-service platforms and cutting-edge technologies that enable rapid product development and seamless customer experiences. With a relentless focus on security, resilience, and cost optimization, we empower development teams to build trusted, secure, and efficient products.

About the role

We are seeking a highly skilled Senior Technical Lead to join our service delivery team for our Workforce Management (WFM) systems. In this role, you will be responsible for overseeing the planning, implementation, and tracking of WFM-related projects and tasks.

Your leadership will ensure that projects are executed on time, within scope, and within budget, while maintaining a strong focus on quality and customer satisfaction. The ideal candidate will possess in-depth expertise in WFM solutions, with proven experience in leading system rollouts and effectively managing complex customer requirements and expectations.

Key responsibilities

• Lead and mentor technical teams, fostering the development of junior engineers and developers.
• Provide expert advice on the technical aspects of solution development and integration, including handling requests for changes, managing deviations from specifications, and ensuring that technical strategies, policies, standards, and security practices align with organizational requirements.
• Design, implement, and maintain a robust WFM system architecture, ensuring scalability, reliability, and optimal performance across enterprise environments. This includes developing comprehensive technical specifications, troubleshooting complex issues, and evaluating emerging technologies.
• Manage incident, problem, request, and change records in adherence to ITIL processes, ensuring efficient handling of incidents and changes across the platform.
• Provide ongoing support for the WFM platform, troubleshoot client-reported issues, and monitor system performance to ensure smooth operation.
• Analyse current operations and proactively identify opportunities for improvement, scheduling meetings and training sessions to discuss and implement enhancements.
• Build and maintain effective relationships with stakeholders and suppliers, identifying risks, resolving issues promptly, and maximizing the value derived from contracts.
• Oversee regular maintenance, updates, and patches for the WFM platform, ensuring it stays current and operates efficiently.
• Collaborate with procurement and contract management teams to review, report on, and revise contractual agreements as necessary to ensure optimal outcomes.
• Develop and maintain clear and comprehensive system design documentation to support ongoing operations and future enhancements.

Your skills and experience

• Stay updated with industry trends and best practices in business process design to continuously enhance the design approach.
• Expertise in Workforce Management Solution Design and experience in implementing WFM technologies.
• 5+ years of strong experience working with WFM system modules (e.g., scheduling, time and attendance, forecasting) across platforms such as UKG Pro, Kronos and Nexa including system configuration and customizations.
• Proficient in system integrations and working with APIs, Web Services, and cloud technologies.
• Strong background in programming, with experience in languages such as Java, SQL, and JavaScript.
• Familiarity with project management methodologies, including Agile and Waterfall.
• Proven leadership and mentoring experience with technical teams.
• In-depth knowledge of HR, Payroll, and workforce management processes.

Your technical skills

• Experience in configuration and troubleshooting across WFM platforms (UKG Pro, Nexa, Kronos, Genesys).
• Skilled in using APIs to integrate WFM platforms with enterprise systems (HRMS, ERP, payroll, etc.).
• Strong proficiency in programming languages (Java, JavaScript, SQL, XML) for WFM solution configuration and customization.
• Expertise in managing both cloud-based and on-premise WFM platform configurations.
• Proficient in managing WFM integrations using middleware platforms (MuleSoft, Dell Boomi).
• Experience with cloud platforms (AWS, Azure, GCP) for scalable WFM solution deployment.
• Proficient in optimizing WFM system performance and troubleshooting issues.
• Skilled in automating configuration management and deployment with tools like Ansible, Chef, or Puppet.
• Expertise in developing and maintaining export/import data interfaces across different WFM versions.
• Strong understanding of data governance, ensuring data integrity and security across integrated systems.
• Experience designing custom reporting dashboards and analytics for performance monitoring.
• Knowledge of disaster recovery strategies and business continuity planning for WFM systems.
• Skilled in configuring and managing terminal devices for optimal performance.

How to apply

If this role sounds like you hit the apply button! Include a resume and cover letter (max 2 pages) outlining how you meet the skills and experience required for the role.

Salary Grade 9/10, with the base salary for this role starting at $126,898 base plus superannuation

For enquiries relating to recruitment please contact Lauren Johnson via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Tuesday 3 June 2025 at 9:59am

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