Telephony & Workforce Technology Specialist | Hybrid Role

VicRoads; City of Melbourne; Hybrid; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Salary packaging

Fitness Passport

Employee discounts

Professional development

Flexible working

Job summary

VicRoads is seeking a Technology Specialist - Telephony & Workforce to support and enhance the platforms powering our Contact Centres and Service Centres. You will maintain performance, stability and security of systems like Amazon Connect and Verint, while driving automation and improvements.

Reporting to the Technical Product Owner, you will collaborate with vendors and stakeholders to coordinate changes, patches and upgrades, and help deliver outstanding customer experiences across Victoria.

Qualifications

• IT qualification or equivalent industry experience.
• Experience supporting contact centre technologies, including Amazon Connect, Verint, AWS similar enterprise platforms.
• Strong troubleshooting, analytical and problem-solving skills.
• Knowledge of ITIL processes and Agile delivery practices.
• Excellent communication and stakeholder management skills.

Responsibilities

• Provide day-to-day support for contact centre and workforce technology platforms.
• Manage incidents, problems, changes and service requests in line with ITIL practices.
• Troubleshoot system issues, transaction failures and integration challenges.
• Partner with external vendors and stakeholders to triage incidents and coordinate release and patch management activities.
• Contribute to Agile delivery activities, platform upgrades and business improvements.
• Maintain technical documentation, procedures and operational runbooks.
• Support compliance, audit and security requirements.

Skills

Amazon Connect

Verint

ITIL

Agile

Stakeholder management

Communication

UiPath

Linkly

QMS

Tools

UiPath

Linkly

QMS

Job description

VicRoads is seeking a Technology Specialist - Telephony & Workforce to support and enhance the platforms powering our Contact Centres and Service Centres. You will maintain performance, stability and security of systems like Amazon Connect and Verint, while driving automation and improvements.

Reporting to the Technical Product Owner, you will collaborate with vendors and stakeholders to coordinate changes, patches and upgrades, and help deliver outstanding customer experiences across Victoria.