Closing Date: 11am Monday 29 September
face2face reference: 648014
Locations: Adelaide, Canberra, Melbourne, Brisbane, Sydney
Contract Duration: 12 months + 2x 12-month extension/s

Why Join?

• Lead the design of a modern Contact Centre as a Service platform supporting digital transformation
• Collaborate with experts to deliver cutting-edge, AI-enabled client interaction solutions
• Work on projects that transform taxpayer and intermediary engagement beyond phone calls
• Play a critical role in integrating complex systems across a national organisation
• Contribute to a high-profile program delivering significant ICT outcomes
• Partner with stakeholders to shape the future of government service delivery

About the Role

This position works within a specialist project team to design and deliver enterprise-scale ICT solutions for a next-generation contact centre platform. The role encompasses end-to-end solution architecture, stakeholder engagement, and integration of advanced technologies to improve operational efficiency and customer experience.

Key Responsibilities

• Deliver end-to-end IT solution designs aligned with enterprise architecture standards
• Define and document functional and non-functional requirements in collaboration with stakeholders
• Identify and mitigate technical and integration risks across the project lifecycle
• Support procurement processes, including Statements of Requirements and market approach documentation
• Provide expert guidance on integration, security, and infrastructure components
• Ensure compliance with relevant governance, security, and privacy frameworks

Skills & Experience

• Proven experience in large-scale contact centre transitions to CCaaS or PaaS
• Strong knowledge of Genesys Engage, Verint, and Nuance Voice Biometrics
• Demonstrated expertise in large-scale ICT projects, ideally within government or enterprise environments
• Understanding of ISM, IRAP, and compliance requirements in contact centre solutions
• Knowledge of Gen AI applications within customer interaction platforms
• Excellent communication and stakeholder engagement skills, with the ability to convey complex technical concepts clearly

Australian Citizenship & ability to obtain Baseline security clearance is a mandatory requirement for this position.

If you have any questions or would like more details, don’t hesitate to reach out to Urvish Kahar at [email protected].