Contact Centre Platform Administrator

Department of Government Services; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Access management

IVR/interaction flows

Routing rules

Platform configuration

Vendor engagement

Job description

Department of Government Services – Melbourne VIC

The Contact Centre Platform Administrator is responsible for the administration, configuration, operational support and continuous improvement of the organisation's contact centre technology platform. The role ensures telephony and digital contact capabilities are configured effectively, remain operationally stable and support evolving business and customer service requirements.

The role provides specialist platform administration across user access, queues, routing, IVR and interaction flows, business rules, system configuration and integrations, and works closely with operational teams, technology teams and external vendors to resolve incidents and implement platform changes and enhancements.

Key Accountabilities

• Manage the day-to-day administration, configuration and enablement of contact centre and telephony platforms to ensure they effectively support operational and customer service requirements.
• Maintain effective governance and controls across contact centre platforms to ensure configuration changes, system access and routing arrangements are appropriately managed and documented.
• Oversee privileged access, configuration records, testing and UAT, deployment of system changes, and the configuration of routing rules, business hours, overflow and emergency arrangements in accordance with operational, security and change-management requirements.
• Coordinate technical escalations, platform upgrades, releases and changes, support integrations with associated CRM, workforce management, quality and reporting systems, and identify opportunities to improve platform stability, functionality and operational performance.

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Demonstrated technical expertise in the administration, configuration and operational support of enterprise contact centre and telephony platforms, including user and access management, queues, skills, routing, IVR/interaction flows, business rules and system configuration.
• Strong understanding of contact centre technology architecture and functionality, including voice and digital channels, call routing, integrations, recording, reporting and associated operational systems.
• Demonstrated ability to diagnose and resolve complex platform issues, undertake root-cause analysis, manage technical incidents and effectively engage vendors or technical support teams where escalation is required.
• Experience implementing and testing system configuration changes, platform enhancements and releases within appropriate change, security and governance controls.
• Ability to translate operational and business requirements into effective technical configurations and identify opportunities to optimise platform functionality, reliability and customer experience.

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.