Omni-Channel Contact Centre Platform Lead

Victorian Government; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Strategic leadership

Stakeholder management

Analytical thinking

Customer focus

Cross-functional collaboration

Job description

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.