Contact Centre Architect

  • Australia
  • Australian Capital Territory
  • Contract
  • Negotiable
  • Experience with large-scale contact centre transitions
  • 12 months + 2 x 12 months
  • Canberra location
  • Minimum Baseline clearance required

Our Client

Our Federal Government client is Australia’s principle revenue collection agency, primarily responsible for administering the federal taxation system and superannuation legislation, as well as managing and delivering a range of Australian government payment and loan schemes.

About the Role

Join a specialised team driving digital transformation in client and staff interactions. This role is pivotal in delivering modern Contact Centre as a Service (CCaaS) solutions, leveraging cutting-edge technologies to enhance interactions and support the organisation’s strategic goals.

Your duties will include:

  • Delivering end-to-end IT solution designs and IT data components aligned with business priorities
  • Ensuring high-level solution designs adhere to enterprise architecture patterns, principles, and frameworks
  • Collaborating with stakeholders to define functional and non-functional requirements
  • Supporting the development of procurement documentation and statements of requirements
  • Identifying and mitigating design, integration, and technology risks and challenges
  • Providing technical advice and facilitating engagement with enabling areas such as Cyber Security and Technology Assurance

Skills and Experience we are looking for:

  • Proven experience in large-scale contact centre transitions to CCaaS or PaaS
  • Expertise in Genesys Engage, Verint, and Nuance Voice Biometrics technologies
  • Demonstrated experience in delivering large-scale ICT projects, particularly in contact centre transformation
  • Strong understanding of ISM, iRAP, and compliance frameworks in contact centres
  • Ability to translate complex business strategies into tactical and strategic initiatives
  • Proficiency in integration and infrastructure technologies, including WAN, PSTN, SIP, and cloud models

Application Process

If you would like to apply for this opportunity, please click ‘APPLY’. For further information, please contact Jaela Smith on 02 6129 6302 or email jaela.smith@talentinternational.com.

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