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Telephony Operations Delivery Analyst

Mid levelFull-timeHybrid133 Queens Parade, Clifton Hill VIC 3068, AustraliaPosted 1 week agoVerified 2 weeks ago
Pending fitX of Y criteria met

About the job

Join a dynamic team at AGL as a Telephony Operations Delivery Analyst, where you will play a vital role in enhancing the performance of cloud contact centre platforms. This job offers an exciting opportunity to contribute to a sustainable future while working in a culture that values inclusivity and respect. Collaborate with passionate individuals and help drive initiatives that improve customer outcomes and boost efficiency.

Meet the team

About the company

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You'll be responsible for

⚙️

Optimising telephony and IVR performance

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

Turning data into action

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

Supporting CCaaS platform migration

Supporting CCaaS platform migration end-to-end—including solution design, configuration, testing, cutover, and post-implementation validation.

Key criteria

📊

Data analysis skills

Proven experience analysing call flows and performance metrics.

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☁️

CCaaS implementation experience

Demonstrated experience with CCaaS solutions, especially AWS.

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🔧

Troubleshooting capability

Strong background in incident management and resolution.

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5 criteria for this job
Data analysis skills
Proven experience analysing call flows and performance metrics.

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CCaaS implementation experience
Demonstrated experience with CCaaS solutions, especially AWS.

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Troubleshooting capability
Strong background in incident management and resolution.

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Reporting proficiency
Experience maintaining dashboards and tracking KPIs.

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Telephony knowledge
Solid understanding of telephony concepts and tools.

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