Customer Experience Specialist

DuluxGroup Ltd.; Canterbury-Bankstown; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Private health extras

Exclusive discounts

Fitness Passport

Parental leave 20 weeks

Learning and development

Wellbeing Hub & EAP

Job summary

DuluxGroup is seeking a Contact Centre Platform Specialist to keep customer engagement platforms reliable and to build the capability to configure, govern and optimize our future CCaaS environment. You will work with customer service teams, Technology, platform owners, project teams and external vendors to translate needs into practical solutions.

The role emphasises routing, workflows, case management, automation and AI-enabled omnichannel services, with a focus on delivering measurable

Qualifications

• Experience configuring or supporting customer service, contact centre, CRM, telephony or workflow platforms within a complex operational environment.
• Strong knowledge of routing, queues, IVR, case management, workflows and omnichannel service, with AI enabled CCaaS experience highly regarded.
• Ability to translate operational requirements into practical system configurations, testing plans and sustainable platform improvements.

Responsibilities

• Configure, govern and optimize our future Contact Centre as a Service environment, ensuring reliability.
• Translate business needs into practical configurations, testing plans and sustainable improvements.
• Collaborate with customer service teams, Technology, platform owners, project teams and external vendors to deliver value.

Skills

CCaaS configuration

Stakeholder collaboration

Analytical mindset

Job description

DuluxGroup is a leading marketer and manufacturer of premium brands that help people create better spaces to live and work. With a heritage of over 100 years, we're home to trusted names like Dulux, Selleys, Yates, Cabot's, and B&D, delivering products across paints, coatings, adhesives, garden care, and home improvement. As part of Nippon Paint Holdings, we combine global scale with strong local roots, driven by innovation, sustainability, and a commitment to our customers.

Our Group Functions cover Supply Chain, Sales Capability, Finance, People & Culture, IT & Digital, and Legal are an integral part of our Business Units that enable growth and operational excellence. They provide the insights, technology, and expertise that keep our businesses agile and future ready. Joining DuluxGroup means contributing to iconic brands, working in a collaborative culture, and enjoying opportunities for career growth and flexibility.

What You'll Be Doing:

Join DuluxGroup's Group Customer Experience team and help shape the future of customer service across the business. As our Contact Centre Platform Specialist, you will keep current customer engagement platforms reliable while building the capability needed to configure, govern and optimise our future Contact Centre as a Service environment. You will translate business needs into practical solutions across routing, workflows, case management, automation and omnichannel service, working closely with customer service teams, Technology, platform owners, project teams and external vendors.

• Up to $1,000 net annually to cover private health extras gap costs
• Exclusive discounts on DuluxGroup products and partner offers
• Stay active anytime, anywhere through our partnership with Fitness Passport
• 20 weeks paid parental leave (primary carers) and 2 weeks partner leave from day one
• Market leading learning, development and career pathways
• Access to our Wellbeing Hub and full EAP support

What We're Looking for:

• Experience configuring or supporting customer service, contact centre, CRM, telephony or workflow platforms within a complex operational environment.
• Strong knowledge of routing, queues, IVR, case management, workflows and omnichannel service, with AI enabled CCaaS experience highly regarded.
• The ability to translate operational requirements into practical system configurations, testing plans and sustainable platform improvements.
• An analytical and improvement-focused approach, including an understanding of automation, AI-assisted workflows, governance, integrations and controlled releases.
• Strong stakeholder communication and collaboration skills, with the judgement to balance shared platform standards with the legitimate needs of multiple business units.

Why Join Us?

Progressing your career with the DuluxGroup means being part of a network of over 8000 employees globally who believe in our purpose to 'Imagine a Better Place'

With origins dating back to 1918, we are a leading marketer and manufacturer of iconic brands such as Dulux, Selleys, Cabots, Yates and B&D to name a few.

By joining us, you will be a part of a long-term strategy to deliver profitable growth through brand leadership, innovation and customer intimacy. We are committed to internal mobility and growth while fostering an inclusive culture with flexible work options.