Contact Centre Product Lead

Victorian Government; Melbourne; In loco; AUD 110.000 - 150.000; Tempo pieno

Descrizione del lavoro

The Victorian Government’s Department of Education seeks a Contact Centre Product Lead to steer strategic development and operational coordination of the contact centre platform that supports internal corporate, school, and early learning teams.

You will maintain the product roadmap, ensure alignment to business drivers, coordinate across architecture, service and vendor domains, and drive license optimisation, platform maturity, and omni‑channel planning for future digital engagement.

Competenze

• Experience leading contact centre platforms or equivalent.
• Ability to translate business requirements into product improvements.
• Knowledge of CX or service design principles is advantageous.

Mansioni

• Product Strategy and Roadmap: Develop and maintain the strategic roadmap for the contact centre platform and present recommendations through governance forums.
• Operational Performance and Resilience: Monitor platform health and vendor performance, support incident management and service improvements.
• Stakeholder Engagement: Build strong relationships across internal contact centre teams and business stakeholders, translating needs into enhancements.
• Governance and Delivery: Coordinate delivery across service, architecture, and operational teams ensuring security and governance alignment.
• Commercial and License Management: Monitor licensing usage, seek efficiencies, and support vendor and contract management activities.

Conoscenze

Strategic leadership

Stakeholder management

Analytical thinking

Customer focus

Cross-functional collaboration

Descrizione del lavoro

The Contact Centre Product Lead is accountable for the strategic development, operational coordination, and continuous improvement of the Department's contact centre platform. The platform supports internal corporate, school, and early learning contact centres.

This role maintains the product roadmap, ensures alignment to business drivers, and coordinates across architecture, service, and vendor domains. The role includes license optimisation, platform maturity uplift, and future-state planning for digital and omni-channel capabilities.

Key Responsibility

Product Strategy and Roadmap

• Develop and maintain the strategic roadmap for the contact centre platform.
• Identify opportunities for platform enhancement and future-state capabilities.
• Present recommendations through architecture and governance forums.
• Support the transition towards digital and omni-channel customer engagement solutions.

Operational Performance and Resilience

• Monitor platform health and vendor performance against agreed service levels.
• Support incident management, risk mitigation, change planning, and service improvement activities.
• Drive adoption of best-practice release, testing, and platform management processes.

Stakeholder Engagement

• Build strong relationships across internal contact centre teams and business stakeholders.
• Facilitate forums and feedback mechanisms to understand user needs.
• Translate business requirements and feedback into actionable product improvements.

Governance and Delivery

• Coordinate delivery activities across service, architecture, and operational teams.
• Ensure alignment with security, procurement, and governance requirements.
• Contribute to investment planning, business case development, and strategic decision-making.

Commercial and License Management

• Monitor and optimise licensing utilisation and costs.
• Identify opportunities for commercial efficiencies and entitlement optimisation.
• Support vendor and contract management activities.

Desirable Qualifications and Experience

We're looking for a collaborative and customer-focused professional who combines strong product leadership capabilities with a pragmatic approach to operational technology management.

Essential Skills

• Strong analytical and problem-solving capabilities.
• Excellent stakeholder engagement and relationship management skills.
• A customer-centric mindset with a focus on continuous improvement.
• High attention to detail and strong organisational skills.
• Proven ability to work collaboratively across multidisciplinary teams.

Highly Regarded Experience

• Experience managing contact centre technologies and platforms.
• Knowledge of IVR design, call routing, workforce optimisation, reporting, or related contact centre capabilities.
• Familiarity with customer experience (CX) or service design principles.
• Experience translating technical capabilities into business outcomes.
• Strong vendor and supplier management experience.

For more details regarding this position please see attached position descriptions.

The Department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au .

Applications close 11:59pm on Sunday 1st November, 2026.

Applications close Friday 30 October 2026 at 11.59pm