Telephony Operations Delivery Analyst

External

Agl · Melbourne Corporate

Full-timeHybridToday

AWSBusiness AnalysisCRMDocumentationExcelPower BI

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About the role

12 Month Fixed Term Opportunity | Melbourne Based The Telephony Operations Delivery Analyst supports the smooth operation and ongoing improvement of our cloud contact centre platforms, including telephony, dialler, messaging, CRM integrations, and IVR automation. You'll help resolve incidents, optimise platform performance, and turn business needs into clear technical requirements. A core part of the role is delivering strong data and business analysis-identifying trends, quantifying impacts, and shaping business cases that guide priorities. You'll help drive initiatives that improve customer outcomes, boost self‑service, and enhance agent efficiency. You'll also contribute to strategic planning by establishing insights‑led governance, defining success measures, and using root‑cause analysis to prevent recurring issues. A major focus will be supporting the end‑to‑end delivery of our CCaaS platform migration, including solution deployment, configuration, reporting validation, UAT, defect management, and stakeholder coordination.

Responsibilities

Optimise telephony and IVR performance through proactive monitoring, rapid incident resolution, and root‑cause analysis to keep customer journeys running smoothly.

Turn data into action by analysing call flows, routing, and queue performance to deliver insights, business cases, and clear recommendations that drive meaningful improvements.

Own reporting and KPIs across voice and digital channels, maintaining dashboards, highlighting risks and opportunities, and tracking benefits realisation.

Lead change delivery by defining requirements, success measures, and coordinating vendors and stakeholders to implement enhancements with strong governance and documentation.

Support CCaaS platform migration end‑to‑end-including solution design, configuration, testing, cutover, and post‑implementation validation-with AWS CCaaS experience highly valued.

About you:

Previous demonstrated experience implementing, migrating, operating and supporting CCaaS solutions or similar contact centre technologies including AWS domain expertise.

Strong knowledge of contact centre tooling and reporting platforms (Avaya CMS, Verint/Avaya WFO) and core telephony concepts (VDNs, vectors Agent configuration).

Proven troubleshooting and incident management capability.

Demonstrated experience with cloud voice technology and modern delivery practices.

Strong analytical capability, including SQL proficiency and advanced Excel and Power BI skills.

At AGL, we offer a wide range of benefits including:

Flexible working options including hybrid work.

Discounts on energy, telcos and solar plans.

Participate in Energise - our reward & recognition program.

Access 20 weeks of paid parental leave for the primary carer.

Access to an additional week of recharge leave per year.

Play an active role in our diversity & inclusion initiatives.

Novated leasing and Electric Vehicle subscriptions.

Access to study assistance, AGL's share purchase plan and insurance deals.

*Benefits may change over time and vary based on role type and location.

Inclusion at AGL

We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers

AGL is proud to be a WORK180 Endorsed Employer for All Women.

Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.

The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy .

AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.

Location

Docklands VIC 3008

Job Family Group

Business and Organization Analysis Management

Telephony Operations Delivery Analyst

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