Senior Workflow Analyst

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow– focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.

We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.

Annual salary range: $103,124 - $120,000 plus super

Employment type: Hybrid

Usual work location: Melbourne CBD

About the opportunity:

As a Senior Workflow Analyst, you will be the operational subject matter expert for VicRoads' customer contact platforms, including Amazon Connect, Queue Management Systems (QMS) and other assisted service channels.

Working across our Customer Contact Centre (CCC) and Customer Service Centres (CSC), you will be responsible for optimising routing, queue structures, skill profiles, workload distribution and contact workflows to improve customer outcomes, workforce efficiency and service performance.

You will administer and continuously improve customer contact technologies, ensuring work is routed and managed effectively across phone, branch and digital channels. The role works closely with Operations, Product and Technology teams, providing operational expertise to support new customer journeys, workflow enhancements and platform improvements.

You will also play a key role in the ongoing evolution of VicRoads' customer contact environment, helping embed new capabilities into frontline operations and ensuring the organisation retains strong in-house platform expertise.

Key responsibilities include:

• Optimising routing, queue structures, skill profiles, workload distribution and contact workflows.

• Administering and maintaining customer contact technologies including Amazon Connect, QMS and associated platforms.

• Configuring and enhancing routing profiles, queues, contact flows, IVR and self-service capabilities.

• Assessing the operational impacts of customer journey, process and technology changes.

• Supporting testing, implementation and operational readiness activities for new capabilities and service models.

• Monitoring operational performance, identifying workflow bottlenecks and delivering actionable recommendations.

About you:

You are an experienced customer contact technology professional with strong operational knowledge and hands-on platform expertise.

You understand how routing, queues, skills, workflows and self-service capabilities influence customer experience, service levels and workforce performance. Comfortable working across Operations, Product and Technology teams, you can translate business needs into practical platform improvements and operational outcomes.

To succeed in this role, you will bring:

• Demonstrated experience administering and configuring Amazon Connect in a production environment.

• Hands-on experience managing routing profiles, queue structures, skills, contact flows, IVR configuration and self-service capabilities.

• Experience optimising customer contact workflows, service performance and operational outcomes.

• Strong analytical and problem-solving capabilities, with the ability to interpret complex data and provide actionable insights.

• Excellent stakeholder engagement and communication skills.

• Proven ability to influence and collaborate across Operations, Product and Technology teams.

The following will be highly regarded:

• Experience with Genesys, NICE or other customer contact platforms.

• Experience in contact centre operations, workforce planning, operational improvement or service delivery environments.

• Experience supporting technology-enabled change, platform enhancements or business improvement initiatives.

• Experience working with Queue Management Systems or appointment-based service environments.

Our culture:

Innovation powers progress, but it doesn’t come without support. To attract, retain, and develop talented people, we reward initiative and ingenuity, foster collaboration, and offer dynamic career development. At VicRoads, we embrace diversity and inclusion and we’re proud our workforce reflects the community we work for.

What we offer:

• Salary packaging, Fitness Passport & discounts to hundreds of retailers

• Opportunities for professional and personal development

• Flexible working arrangements and family-friendly practices, including 16 weeks paid parental leave.

How to apply:

We encourage applications from people of all genders, backgrounds and communities.

If you need any adjustments to our recruitment process or the role itself, please let us know when applying.

Please submit your application via the “Apply” button.

Please note applications close Sunday 16 August 2026.

For a copy of the Position Description please email [email protected]  

Unfortunately, applications cannot be accepted via this email.  

VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.