Telephony Operations Delivery Analyst
AGL
Melbourne
2 days ago
Telephony Operations Delivery Analyst
Join AGL as a Telephony Operations Delivery Analyst on a 12-month fixed-term contract in Melbourne. You will support cloud contact centre platforms, drive analysis and insights, and contribute to a CCaaS migration. Requires CCaaS experience, strong analytical skills, and knowledge of telephony concepts.
Hybrid
Full-time
Mid Level
CCaaS
AWS
Salary
Not specified
Core Qualifications
Technical (Must-have)
CCaaSAWSAvaya CMSVerint/Avaya WFOSQLPower BIExcel
Soft Skills
analyticalproblem solvingstakeholder coordination
Key Responsibilities
- Optimise telephony and IVR performance through proactive monitoring, rapid incident resolution, and root‑cause analysis
- Analyse call flows, routing, and queue performance to deliver insights and recommendations
- Own reporting and KPIs across voice and digital channels, maintaining dashboards
- Lead change delivery by defining requirements and coordinating vendors and stakeholders
- Support CCaaS platform migration end‑to‑end including solution design, configuration, testing, cutover, and validation
TelephonyCCaaSAWSContact CentreAnalysisUtilitiesCustomer ServiceMelbourneHybrid12 Month Contract