Change Analyst – Telephony & Contact Centre Transformation

Initial 7 month contract + possible extension
Brisbane CBD
Hybrid and flexible working available

Join a large-scale transformation program modernising enterprise telephony and contact management systems. Emanate Technology is partnering with a leading Queensland organisation to find a capable Change Analyst to help roll out a new cloud-based solution to over 1,200 users.

Working closely with an experienced Change Manager, you’ll play a hands-on role supporting change delivery, engagement, and training across the business. This is a fast-paced environment where no two days are the same — ideal for someone who enjoys being on the ground, bringing structure and energy to large-scale change.

What you’ll be doing

• Scoping and coordinating change and training activities across a major telephony transformation
• Supporting the Change Manager to deliver engagement, communication, and training under established change frameworks
• Conducting change impact assessments and stakeholder analyses to inform readiness and planning
• Facilitating and assisting with face-to-face training, workshops, and go-live activities for frontline teams
• Collaborating with project, business, and operational leaders to drive adoption and minimise disruption
• Developing communication materials, change artefacts, and reporting documentation to track progress
• Measuring adoption, utilisation, and proficiency to support continuous improvement
• Contributing to team learning by refining templates, materials, and delivery approaches

What you need to bring

• Proven experience delivering change or training within large-scale transformation projects
• Strong ability to support Change Managers and coordinate multiple workstreams concurrently
• Demonstrated skill engaging stakeholders and managing competing priorities in dynamic settings
• Confidence presenting to groups and facilitating training sessions across varied audiences
• Analytical capability to assess impacts and provide pragmatic, fit-for-purpose recommendations
• Proficiency with tools such as PowerPoint, Miro, Canva, and Jira
• Collaborative mindset with a willingness to be hands-on and drive outcomes

Bonus points for…

• Experience supporting telephony, contact centre, or CRM change and training rollouts
• Exposure to enterprise-scale digital transformation or cloud-based implementations
• Prosci certification or tertiary qualifications in HR, behavioural science, or organisational psychology
• Familiarity with change measurement and reporting (adoption, utilisation, proficiency metrics)
• Ability to navigate change fatigue and maintain engagement through challenging periods

For a confidential discussion, or for more information please contact Amy Watson on 0405 965 866 or [email protected].

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We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.