Senior Change & Communications Manager

  • Australia
  • Melbourne
  • Contract
  • ASAP start | CBD/WFH hybrid

This leading Australian University is looking for a bold, strategic, and creative Change and Communications Manager to lead the human side of a major technology upgrade-rolling out Amazon Connect across 10 contact centres and saying goodbye to outdated systems (hello, efficiency and omnichannel magic!).

This is a rare chance to drive change at scale and make a real impact on how 60,000+ students, staff, and agents connect and communicate.

Key activities

  • Develop and deliver an end-to-end change and communications strategy tailored to diverse stakeholder needs.
  • Perform change impact assessments and stakeholder analysis to guide decision-making.
  • Partner closely with the Project Manager to identify risks, issues, and dependencies early.
  • Craft compelling communications (emails, intranet content, training guides, FAQs, and more).
  • Build excitement, manage resistance, and create advocates for the new system.
  • Track readiness, measure adoption, and continuously refine the approach based on feedback.
  • Be the trusted voice of clarity during a high-impact transformation.

Skills and experience

  • Extensive background in change management, with deep expertise in tech-driven transformation (Prosci or equivalent methodology preferred).
  • Next-level communication skills-you make the complex clear and inspire action.
  • Experience with large-scale contact centre environments (think: enterprise-level).
  • Strong critical thinking, influence, and negotiation skills to get everyone rowing in the same direction.
  • Demonstrated success in assessing readiness, planning transitions, and landing adoption.
  • A true team player who can also fly solo when needed-resilient, adaptable, and solution-focused.
  • Experience with Amazon Connect and/or Cisco WxCC highly regarded
  • Familiarity with the Higher Education sector – highly regarded

Apply now to secure an interview or contact Josh D’Monte on 9236 7723 for a confidential discussion.

Apply now

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