Tech Lead - Contact Centre Enablement

Optus is a leading Telecommunications company that is known for delivering innovative solutions to its customers, disrupting the industry, and becoming a technology company with a diverse offering of products and services. With a strong commitment to excellence and a customer-centric approach, we’re committed to pushing the boundaries of artificial intelligence and digital channels to accelerate our strategy.

What You’ll Do
The Tech Lead - Contact Centre Enablement role will be responsible for driving successful operations and product development by helping deliver complex projects, minor changes, running and maintaining the messaging platform. This role requires a solid understanding of grasping and accurately defining business needs, a good understanding of cloud and/or contact centre technologies, and the ability to translate requirements into actionable plans. The successful candidate will be expected to work with senior stakeholders, technical staff and vendors. They must adhere to tight timelines under pressure and lead daily stand-ups/ceremonies. They should also have a good understanding of reporting, ideally with experience using tools like Tableau, BDP, Big Query.

Whilst the role is focussed on the messaging platform, the successful candidate will be required to assist with voice operations and platform as both functionalities reside within the Contact Centre domain.

We are seeking a strong individual contributor to:

• Work with business stakeholders to attend meetings, provide consult on platform capability, gather requirements and help provide possible solutions in conjunction with SMEs
• Work with IT development teams to manage and deliver work locked in at the start of quarters
• Manage ad-hoc stakeholder requests during the quarter while balancing team capacity
• Understanding of Digital/AI technologies and their applications with a view of benefits to the business from a technology, CX and financial perspective
• Create demands/SRs and work with PMs to run through CAB/PRA/SRB processes
• Work with external vendors - build and maintain relationships with key stakeholders and lead development and production support cadences
• Work with product, engineering, marketing, sales, and legal teams to ensure smooth integration of vendor solutions and successful go-to-market strategies
• Translate problems and solutions to both business and technical stakeholders with benefits, potential issues/blockers/workarounds
• Unified touch point for all stakeholders requiring use of the platform for sales, marketing, feature add-ons and communication with customers
• Summarize discussion minutes to leadership, and provide advice and alternatives on strategies, blockers and risks
• Understand platform capability in depth to extract optimal performance
• Monitor vendor performance, track key metrics, and implement corrective actions as needed to ensure optimal results.
• Understand and analyze business reporting to find operational gaps
• Experience using tools like Tableau, BDP, Big Query
• Ensuring platform data and features are secure at all times and prioritizing/managing fixes for known security loopholes
• Assist/advise on role permissions and platform admin features
• Work with Infosec and Privacy, Data Office on security before release of features
• Be across incidents and ensure support closes tickets within the SLAs and track/provide input to PTasks. Work with portfolio manager to present right metrics.

What You’ll Bring

• Preferably, 6-10 years’ experience in the telecommunications/banking/IT industry
• Strong understanding of digital technologies with 3+ years in a technical role related to messaging and/or SaaS technologies, development and infrastructure   

• Demonstrated ability to identify business needs, develop effective strategies, and achieve commercial outcomes.
• Experience in managing mid-complex projects with multiple stakeholders and tight deadlines. Experience with agile methodologies, Jira and lean startup principles
• Excellent written and verbal communication skills, with the ability to effectively present complex ideas to diverse audiences, both technical and non-technical.
• Strong interpersonal skills and ability to foster collaborative relationships with internal and external stakeholders.
• Ideally, a Bachelor of Computer Science or IT
  
  

The Good Stuff...

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
  
  

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity