Technology Specialist Telephony & Workforce

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.

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

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