Technology Specialist Telephony & Workforce

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.

• Employment Type: Full time Permanent  

• Baseline Security clearance is highly regarded

• Usual work location: QV 180 Lonsdale Street, Melbourne CBD/ Work from home  

Are you passionate about contact centre technology, automation and delivering exceptional customer experiences? VicRoads is looking for a Technology Specialist - Telephony & Workforce to support and optimise the critical platforms that underpin customer interactions across our Contact Centres and Service Centres.

About the opportunity 

VicRoads is seeking a Technology Specialist - Telephony & Workforce to support and enhance the technology platforms that enable customer interactions across our Contact Centres and Service Centres.

Reporting to the Technical Product Owner, you'll play a key role in maintaining the operational performance, stability and security of critical customer service technologies, including Amazon Connect, Verint and other platforms not limited to UiPath, Linkly and QMS. You'll support operational excellence through system support, automation and continuous improvement initiatives that enhance both customer and employee experiences.

What We’re Looking For:  

What You'll Do

• Provide day-to-day support for contact centre and workforce technology platforms

• Manage incidents, problems, changes and service requests in line with ITIL practices

• Troubleshoot system issues, transaction failures and integration challenges

• Partner with external vendors and key stakeholders to triage incidents and coordinate release and patch management activities

• Contribute to Agile delivery activities, platform upgrades and business improvements

• Maintain technical documentation, procedures and operational runbooks

• Support compliance, audit and security requirements

About You

• IT qualification or equivalent industry experience

• Demonstrated experience supporting contact centre technologies, including Amazon Connect, Verint, AWS similar enterprise platforms

• Strong troubleshooting, analytical and problem-solving skills

• Knowledge of ITIL processes and Agile delivery practices

• Excellent communication and stakeholder management skills

Why Join VicRoads?

Join a team that is helping transform customer experiences through innovative technology, automation and digital services. You'll have the opportunity to work on modern platforms, contribute to meaningful improvements and make a real impact for Victorian communities.

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

Apply now and help shape the future of customer service technology at VicRoads.

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

Unfortunately, applications cannot be accepted via this email.   

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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.