Telephony Operations Delivery Analyst

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.

What you’ll be doing:

• 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:

• Demonstrated hands-on experience implementing, migrating, operating and supporting Contact Centre as a Service (CCaaS) platforms or similar contact centre technologies, with experience in AWS-based CCaaS solutions (particularly Amazon Connect) highly regarded.

• Strong knowledge of contact centre technologies, workforce optimisation and reporting platforms (including Verint WFO), with a solid understanding of IVR architecture, call flow design, routing logic, telephony concepts, and supporting contact centre applications.

• Proven experience supporting contact centre transformation and migration initiatives, including solution configuration, SIT and UAT testing, call flow validation, cutover planning and execution, post-implementation verification, and tracking performance against agreed KPIs.

• Strong analytical and problem-solving capability, with experience analysing contact centre operations, IVR structures, call flows, routing logic and reporting requirements to identify optimisation opportunities and deliver data-driven recommendations. Advanced skills in SQL, Excel and Power BI are essential.

• Excellent stakeholder management, troubleshooting and incident management skills, with the ability to collaborate across business and technology teams to deliver customer-focused outcomes in a fast-paced environment.

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.