Omni-Channel Contact Centre Product Lead

Department of Education Victoria; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

Department of Education Victoria in Melbourne is seeking a Product Leader to drive the strategy and roadmap for the contact centre platform. You will coordinate across service, architecture and operations to deliver digital, omni-channel customer engagement and optimise licensing cost.

This senior role requires strong stakeholder management and cross-functional collaboration to translate business needs into actionable product improvements.

Qualifications

• Collaborative and customer-focused professional with strong product leadership and operations mindset.
• Strong analytical and problem-solving capabilities.
• Excellent stakeholder engagement and relationship management.
• Customer-centric mindset with focus on continuous improvement.
• High attention to detail and organisational skills.
• Proven ability to work across multidisciplinary teams.

Responsibilities

• 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 transition toward digital and omni-channel customer engagement solutions.
• Monitor platform health and vendor performance against SLAs.
• Support incident management, risk mitigation, change planning, and service improvement.
• Drive adoption of release, testing, and platform management processes.
• Coordinate delivery across service, architecture, and operations teams.
• Align with security, procurement, and governance requirements.
• Contribute to investment planning, business case development, and strategic decisions.
• Monitor and optimise licensing utilisation and costs.
• Identify opportunities for commercial efficiencies and entitlement optimisation.

Skills

Product leadership

Stakeholder engagement

Analytical thinking

Cross-functional collaboration

Customer-centric mindset

Operational technology management

Job description

Department of Education Victoria in Melbourne is seeking a Product Leader to drive the strategy and roadmap for the contact centre platform. You will coordinate across service, architecture and operations to deliver digital, omni-channel customer engagement and optimise licensing cost.

This senior role requires strong stakeholder management and cross-functional collaboration to translate business needs into actionable product improvements.