Telephony Platform Capability Specialist
Share
Job Location:
Parramatta - Australia
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
- Location - Parramatta
- Full Time Permanent Position
- 38hrs/week -Hybrid
- EA Level 14 - $148386.65 plus superannuation
About the company
At Sydney Water were passionate about making a difference to the lives of our customers and communities and our employees. We have a proud heritage and a progressive future providing world class drinking water and beautiful waterways from the mountains to the sea. Our people and their jobs are as diverse as the communities we serve.
Department Overview
Youll join a multidisciplinary team that brings together telephony specialists digital partners analysts trainers and workforce planners. Together the team ensures Sydney Waters people have the right tools skills and support to deliver consistent high-quality customer experiences across all service channels.
About the Role
This role has been created to ensure Sydney Water realises the full value of its enterprise cloud telephony investment and continues to mature capability beyondinitialimplementation.
The role is accountable for the designoptimisationand evolution ofservice channelcapability across the organisation.
You will partner with operational leaders product vendors and digital stakeholders toidentifyopportunities shapesolutionsand lead the delivery of platform improvements. Enhancements and new features are implemented in a controlledscalableand valuedriven way.
This is a hands-on specialist role combiningdeepplatformmastery performance analysis AI capabilitydevelopmentand stakeholder engagement.
WhatYoullDo
- Act as the enterprise subject matter expert for Sydney Waters cloud telephony platform
- Provideexpertleveladvice on advanced capability emergingfeaturesand configuration standards
- Drive the effective use of AIenabled functionality by embedding features such as agent copilot and speech analytics intodaytodayoperations
- Own endtoend platform configuration and governance including IVR routing modelswrapuplogic and change control
- Use data and analytics toidentifyprioritiseand deliverhighvalueimprovements to customer and employee experience
- Leadbusinessownedtesting assurance and validation for platform changes and releases
- Represent Sydney Water as a senior specialist invendorledproduct forums
- Act as the business escalation point for complex platform issues and afterhours incidents
About You
At Sydney Water we seek diversity of thoughtbackgroundand experience to strengthen relationships and deliver meaningful benefits to our people ourcustomersand the communities we serve.
Youllbring:
- 5 years experienceoperatingas a senior specialist within a largescale enterprise cloud telephony platform in a contact centre environment
- Certification in a major cloud telephony platform (Genesys Cloud a big plus)
- Strong experience with IVR designplatformadministrationandoptimisation
- Mastery ofoptimisingAI-driven telephony features
- Superiorcommunicationpresentationand stakeholderengagementskills
- Ability to work independently and translate business needs into solutions
- Advancedanalyticalmethodsand problem-solving skills
Essential Requirements:
- You must be anAustralian CitizenorPermanent Residentat the time of submitting your application to be considered for this role.
- As part of the application process you will be asked to undergo background checks which includes a criminal history check and a medical assessment either online or in person.
Closing Date: Monday 6th April 2026.
For more information or to request an accommodation information you can contact
Dive into Our Great Benefits!
Competitive Compensation:Well ensure that your skills and contributions are valued and rewarded appropriately.
Hybrid Work Environment:We offer a hybrid work model that balances remote work and office collaboration supporting our teams productivity and well-being.
Continuous Professional Growth:We will invest in your career with leadership and development programs to propel your success.
24/7 Wellbeing Support:Access for you and your family to free and confidential mental health and general health support through our EAP portal.
Discounted Private Health Insurance:Unlock affordable access to top-tier health coverage with our discounted insurance plans.
Family First:Prioritise your family with up to 18 weeks of fully paid parental leave and a generous childcare allowance.
Fitness Passport:Achieve your physical fitness goals using our Fitness Passport granting you access to a multitude of gyms and pools across NSW.
Novated Leasing:Get in the drivers seat of your financial future with our novated lease options.
At Sydney Water we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers quality of life and safeguarding Sydneys future. We see the world is changing so we are changing too.
Our vision is to create better lives through world-class services and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.
We welcome and encourage applications from diverse backgrounds including First Nations people LGBTQIA people people with disability people with caring responsibilities people from culturally and linguistically diverse backgrounds and veterans.
As part of the application process Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHires Terms Privacy Policy and Sydney Waters Privacy Collection Statement Job Application. Please see the position description for the roles full accountabilities.
Please see Job Profile for the roles full accountabilities
Required Experience:
IC
Key Skills
About Company
Sydney Water's role goes far beyond supplying water, wastewater, recycled water and stormwater services. From the health of the city and its people, to managing the environment and the health of our waterways we're helping to create a better life for Greater Sydney.
