Operations Lead - Contact Centre Technology

AIA

Sydney, Australia
3d onsite
Contact centre platform experience
Genesys cloud knowledge preferred
Stakeholder workshop facilitation
The role focuses on shaping and improving AIA's contact centre platforms to deliver strong customer and employee experiences

Job Summary

  • The role focuses on shaping and improving AIA's contact centre platforms to deliver strong customer and employee experiences.
  • Candidates must develop a clear technology vision balancing long-term transformation with day-to-day operational needs.
  • The position offers flexible working arrangements including 3 days in office and 2 days WFH.

Matching Summary

The role focuses on shaping and improving AIA's contact centre platforms to deliver strong customer and employee experiences.

Skills & Requirements

Must-have

  • Contact centre platform experience
  • Genesys Cloud knowledge preferred
  • Stakeholder workshop facilitation
  • Technology roadmap development
  • Vendor management capabilities

Nice-to-have

  • Data driven insights generation
  • Consultative business partner mindset
  • AI and automation transformation
  • Strong interpersonal collaboration skills
  • Fast paced environment adaptability

Key Requirements

  • Experience delivering contact centre platform enhancements
  • Clear written and verbal communication skills
  • Ability to translate complex technical concepts

Work Rights

Not specified

Tailored Resume

Cover Letter