Cloud CCaaS Operations & Analytics Analyst

AGL; City of Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible working options

Discounts on energy and solar plans

Paid parental leave

Additional recharge leave

Diversity and inclusion initiatives

Study assistance

Job summary

AGL is seeking a Telephony Operations Delivery Analyst for a 12-month fixed term opportunity based in Melbourne. In this role, you will support the operation of cloud contact centre platforms, focusing on optimising performance and driving customer outcomes.

You will be responsible for data analysis, monitoring telephony systems, and leading the delivery of initiatives that enhance operational efficiency. The ideal candidate will possess strong AWS expertise and analytical capabilities.

This position offers hybrid working options and various benefits including discounts on energy products and access to a reward program.

Qualifications

• Previous experience implementing and supporting CCaaS solutions.
• Strong knowledge of contact centre reporting platforms.
• Proven troubleshooting and incident management capabilities.
• Experience with cloud voice technology.

Responsibilities

• Optimise telephony and IVR performance through monitoring.
• Analyse call flows and deliver insights for improvements.
• Maintain KPIs and dashboards across voice and digital channels.
• Define requirements and coordinate vendors for implementations.
• Support end-to-end CCaaS platform migration including testing.

Skills

AWS domain expertise

Contact centre tooling

SQL proficiency

Advanced Excel skills

Power BI skills

Troubleshooting capability

Job description

AGL is seeking a Telephony Operations Delivery Analyst for a 12-month fixed term opportunity based in Melbourne. In this role, you will support the operation of cloud contact centre platforms, focusing on optimising performance and driving customer outcomes.

You will be responsible for data analysis, monitoring telephony systems, and leading the delivery of initiatives that enhance operational efficiency. The ideal candidate will possess strong AWS expertise and analytical capabilities.

This position offers hybrid working options and various benefits including discounts on energy products and access to a reward program.