Senior Product Engineer (VCC)

• Employment Type: Ongoing/Permanent (x1 role)
  
  
• Location: Flexible/hybrid working arrangements available across NSW, with some travel to Sydney metro locations required from time to time (negotiable)
  
  
• Grade: Clerk Grade 9/10
  
  
• Salary Range:$129,464 - $142,665 p.a. base salary dependent on experience, plus 12% superannuation

The opportunity

We are now inviting applications for the opportunity of Senior Product Engineer Contact Centres(VCC) for Government Technology Platforms, within Digital NSW as it transforms to become the state's trusted partner to enable accessible and secure digital platforms and services for the citizens and business of NSW.

In this role you will contribute to the planning, development, delivery of high-quality, reliable, reusable and maintainable ICT / Digital systems and/or networks to support the delivery of strategic objectives for the Organisation and/or partner agencies.

What you will bring to this role

• Demonstrated experience in providing technical expertise to develop and enhance quality solutions with appropriate security controls, aligned with ICT/Digital strategy.
• Demonstrated experience in delivering high-level options and technical recommendations to transition system designs into operation while collaborating with stakeholders to provide valuable digital solutions that meet customer needs
• Experience in supporting end-to-end development to deliver high-quality products and services through build, release, maintenance, and enhancement, ensuring thorough testing and optimisation.
• Proven experience in providing expert support for product and system design and testing to enhance quality, reduce operational risk, and ensure compliance, while managing change to adopt new trends and technologies for scalable systems across the network
• Experience in developing and maintaining support strategies, operational procedures, and performance practices to ensure consistency.
• Design multi-site and omni-channel contact centre features including interaction routing workflows, IVR, performance reports, callbacks, webchat and Artificial Intelligence
  
• Experience with Genesys API's and scripting is highly desirable

Essential requirements

• Experience designing and deploying complex configuration items, interaction flows and features found in Genesys Cloud CX
• Experience with Knowledge Management Solutions such as USU,
• Experience trouble shooting technical issues in contact centre environments
• May be required to have, or be able to attain and maintain, baseline security clearance as a condition of employment.

AI Statement

The NSW Government is committed to ensuring the safe, ethical, and responsible deployment of AI across NSW. Please review the NSW Government Generative AI basic guidance here https://www.digital.nsw.gov.au/policy/artificial-intelligence/generative-ai-basic-guidance

GTP embraces the use of AI to enhance productivity and creativity. In the Assignment to Role process, AI tools should be used solely for drafting and planning purposes, final submitted applications need to be your own work and reflective of your personal experience.

To Apply

Click the link to submit your application. Please attach your resume and a cover letter that responds to the two targeted questions in the job ad, demonstrating how your skills and experience align with the role.

Question 1: Tell us about the most difficult challenge you faced in trying to work cooperatively with someone who did not share the same ideas? What was the outcome?
Question 2: How do you maintain currency in the emerging technologies and how they might be applied to support business outcomes?

Salary Grade 09/10, with the base salary for this role starting at 129,464 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Sujatha Sankaran Kutty 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: Thursday, 31st July 2025 at 9:59am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process