Contact Centre Platform Administrator

About Us

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government.  We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.  We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.  

You can find out more about our Ministers, leadership and entities here: Department of Government Services. 

About the Group

The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery. The group uses industry-leading delivery principles for shared services and supports the development of sustainable and efficient whole-of-Victorian Government (WOVG) shared services.  

About the Role

The Contact Centre Platform Administrator is responsible for the administration, configuration, operational support and continuous improvement of the organisation's contact centre technology platform. The role ensures telephony and digital contact capabilities are configured effectively, remain operationally stable and support evolving business and customer service requirements.

The role provides specialist platform administration across user access, queues, routing, IVR and interaction flows, business rules, system configuration and integrations, and works closely with operational teams, technology teams and external vendors to resolve incidents and implement platform changes and enhancements.

Key Accountabilities 

1. Manage the day-to-day administration, configuration and enablement of contact centre and telephony platforms to ensure they effectively support operational and customer service requirements.
2. Maintain effective governance and controls across contact centre platforms to ensure configuration changes, system access and routing arrangements are appropriately managed and documented.
3. Oversee privileged access, configuration records, testing and UAT, deployment of system changes, and the configuration of routing rules, business hours, overflow and emergency arrangements in accordance with operational, security and change-management requirements.
4. Coordinate technical escalations, platform upgrades, releases and changes, support integrations with associated CRM, workforce management, quality and reporting systems, and identify opportunities to improve platform stability, functionality and operational performance.

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Demonstrated technical expertise in the administration, configuration and operational support of enterprise contact centre and telephony platforms, including user and access management, queues, skills, routing, IVR/interaction flows, business rules and system configuration.
• Strong understanding of contact centre technology architecture and functionality, including voice and digital channels, call routing, integrations, recording, reporting and associated operational systems.
• Demonstrated ability to diagnose and resolve complex platform issues, undertake root-cause analysis, manage technical incidents and effectively engage vendors or technical support teams where escalation is required.
• Experience implementing and testing system configuration changes, platform enhancements and releases within appropriate change, security and governance controls.
• Ability to translate operational and business requirements into effective technical configurations and identify opportunities to optimise platform functionality, reliability and customer experience.

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description.

How to apply 

Apply before the advertised closing date 11:59pm on 18 November 2026. All applications should include:  

·       a resume; and  

·       a cover letter which addresses the key selection criteria (within three pages).

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.  Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.