Our participants, Our people, Our purpose

Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

The Agency Contact Centre Team supports three differing Contact Centres with an AWS Connect based solution, ensuring that it is maintained, secure, and continuously developing new features and capabilities.

National Contact Centre

• This contact centre is approximately 12,000 staff and they field the majority of participants enquires via phone, chat or email. This space is constantly evolving with a large amount of ongoing development and several cutting-edge improvements to be a part of.

ICT Service Desk

• This contact centre supports internal staff with IT troubleshooting, service requests, and largely being the front door of IT for the Agency.

NDIS Quality and Safeguards Commission (NQSC)

• This contact centre for the independent commission which regulate the NDIS

Where you can add value

The National Disability and Insurance Agency (NDIA) is seeking candidates to fill APS5 Contact Centre Administration vacancies.

Duties include:

• Troubleshooting technical issues in a cloud-based environment.
• Providing support for AWS Contact Centre’s instance. Including user support and technical requests.
• Configuring systems and applications based on industry best practices and utilising Infrastructure as Code (IaC) tools (Terraform) where possible.
• Working closely with the ICT Service Desk and Contact Centre Engineer on escalation of issues.
• Administering current systems and identifying areas of improvement.
• Testing of changes between environments and providing feedback to Tech Lead and Contact Centre Engineer.
• Collaborating with Tech Lead, Contact Centre Engineer and IT team to resolve issues, and ensuring solutions are viable and consistent.
• Creating user guides and manuals for the implemented applications.

Enough about us, let’s talk about you

We are seeking candidates with a strong understanding and experience working within large, enterprise scale, AWS Connect contact centres. You will be motivated to utilise your skills recognising your input results in improved outcomes for NDIS participants.

What we’re looking for in our ideal candidate:

Technical Skills:

• Solid background in IT fundamentals such as networking, cloud, security practices.
• Understanding of cloud technologies such as AWS or Azure
• Basic scripting/programming experience are desirable
• Strong analytical and troubleshooting skills
• Strong willingness to learn and grow

Soft Skills:

• Effective communication (verbal and written)

• Strong interpersonal skills o Problem-solving and critical thinking abilities
• Adaptability and resilience in a fast-paced environment
• Proactive mindset and passion for continuous learning

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

• You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

While this role is ideally performed from Deakin - ACT, Surry Hills - NSW, Brisbane - QLD, Adelaide - SA, Perth – WA or Richmond - VIC, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close 11:30pm (AEST) on Sunday 13th April 2025

If you have any questions, please contact Jack Brightwell on 0498 492 521 or email [email protected]

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP Recruitment on 1300 138 337 [email protected].

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.