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At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before. 

Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

Bupa is transitioning its Product and Technology Platform teams within the Assisted Channels space to a single, Crew‑based operating model, designed to better align to outcomes, OKRs, and modern cloud‑native, experiment‑led delivery practices. As part of this evolution, we’re creating two Digital Product Configuration Lead roles to anchor deep platform expertise within our Voice and assisted digital channels.

In this role, you’ll be hands‑on and platform‑focused, responsible for configuring and optimising native Amazon Connect capabilities at scale. You’ll translate approved product and solution designs into safe, high‑quality, production‑ready configuration, and be accountable for executing these changes. You will also actively contribute upstream to solution ideation, experimentation, and feasibility assessments.

You’ll work closely with Digital Product Managers, Business Solution Leads, Cloud Engineering, and Operations to deliver faster, more scalable improvements that:

• enhance customer experience
• increase assisted‑channel automation and containment
• improve frontline productivity and experience 
• and reduce cost‑to‑serve through smarter platform use

Amazon Connect is the primary platform, but the role is intentionally designed around a T‑shaped capability model — anchored in deep Connect expertise, with opportunities to apply your configuration skills across adjacent digital customer‑interaction platforms as the Crew model matures.

What makes this role exciting is the mix of depth and innovation. You’ll actively track the AWS roadmap for Amazon Connect, identify new features and capabilities (including AI‑enabled services such as Lex, Contact Lens, NovaSonic and agent‑assist technologies), and proactively apply them to solve real business problems and priority backlog items. Your insights will directly influence solution optioning, experimentation plans, and future roadmap development.

This role replaces legacy, siloed build‑and‑maintain patterns with a configuration‑first, automation‑led, data‑driven approach — enabling quicker iteration, safer change, and measurable customer and commercial outcomes.

What we’re looking for

We’re looking for someone who combines technical credibility with strong problem‑solving and collaboration skills, including:

• Hands‑on experience configuring and optimising Amazon Connect in a production environment (IVR/contact flows, routing, queues, prompts, Lex, Contact Lens, outbound, etc.)
• Strong understanding of contact centre operations and how platform configuration impacts CX, EX, and performance metrics
• Proven ability to analyse problems, contribute to solution ideation, and translate intent into pragmatic configuration approaches
• Confidence working with senior stakeholders across Product, Engineering, Operations and vendors
• Passion for innovation, experimentation, and automation, particularly using AI‑enabled capabilities to unlock CX and efficiency benefits
• Familiarity or certifications in AWS / Amazon Connect (Cloud Practitioner, Connect Specialty, or similar) — highly desirable
• A mindset oriented toward reuse, simplicity, and scalable design, rather than custom build for its own sake

This is a senior, lead‑level individual contributor role with significant influence and visibility, designed for someone who wants to be at the forefront of modern CCaaS, AI‑enabled service transformation, and outcome‑driven delivery.

If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.