Contact Center Platform Specialist (Telephony & IVR)

Department of Government Services; Melbourne; Presencial; AUD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Department of Government Services in Melbourne is seeking a Contact Centre Platform Administrator to oversee the administration, configuration and ongoing support of the organisation's contact centre technology platform. The role ensures telephony and digital channels are effectively configured, maintained and aligned with evolving business needs.

You will manage user access, queues, routing, IVR and interaction flows, and work with operational and technology teams to resolve incidents and

Formación

• Demonstrated technical expertise in administration and configuration of enterprise contact centre platforms.
• Strong understanding of voice and digital channels, call routing and integrations.
• Ability to diagnose complex platform issues and work with vendors for escalation.
• Experience implementing configuration changes within governance controls.
• Ability to translate business requirements into effective technical configurations.

Responsabilidades

• Administer and configure contact centre and telephony platforms to support operations.
• Maintain governance around platform changes, access, and routing rules.
• Oversee access, testing, UAT, deployments and platform upgrades.
• Coordinate escalations and integrations with CRM, WFM, QA and reporting systems.

Conocimientos

Access management

IVR/interaction flows

Routing rules

Platform configuration

Vendor engagement

Descripción del empleo

Department of Government Services in Melbourne is seeking a Contact Centre Platform Administrator to oversee the administration, configuration and ongoing support of the organisation's contact centre technology platform. The role ensures telephony and digital channels are effectively configured, maintained and aligned with evolving business needs.

You will manage user access, queues, routing, IVR and interaction flows, and work with operational and technology teams to resolve incidents and