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General information

Name
Product Owner CCaaS
Site / Location
Melbourne Support Office
Ref #
12356900
Entity
Australia Post
Opening Date
08-Feb-2024
Suburb
Melbourne
Work Type
Fixed Term Full Time
Length of Assignment
10 months

Description & Requirements

Help us deliver like never before
Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.  


About the opportunity  

As the Product Owner for Telephony this role will be embedded with project teams to ensure project solutions and business processes deliver on the business vision for the Customer Service Transformation program, delivering a true omni-channel operational design and technical implementation, and supporting the broader Customer Experience Transformation program.


As a product owner you will gather feature requests, prioritise features for upcoming sprints, supported by Project & Deployment Managers. You should be able to identify user needs, help stakeholders understand the business value, and work with cross-functional teams to manage product releases.

What you’ll deliver with us  

The Telephony Product owner is responsible for deploying a new CCaaS solution in Customer Success, introducing Automated Quality Management, delivering omni-channel efficiency and effectiveness of customer support, transforming the experience of Australia Post customers.


You’ll also   

  • Gather and plan feature requests, develop and communicate product specifications, assess and prioritise user stories, solve product-related problems, lead product release plans, and serve as the product ambassador.
  • Collaborate with program & leadership teams to ensure sign off & delivery of the overall vision & priorities of the program
  • Make informed decisions that balance business & customer needs, technical feasibility & program impact
  • Identify & raise potential risks & challenges to the program


About you  

 You will have an understanding of Contact Centre as a Service, will be able to develop quality frameworks for automated quality management, and be able to deliver integrated voice design within the contact centre.


You’ll also need   

  • A high level of stakeholder engagement. 
  • Experience delivering telephony projects. 
  • Recent experience in a transformational contact centre role and knowledge of modern contact centre technologies and processes.


How we’ll deliver for you

  • A large telephony technology deployment within a complex contact centre. 
  • Help deliver a large transformation within one of the largest organisations in Australia. 
  • Work with a number of other program and project leaders who are experts in their field.   


We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are also the largest organisation in Australia to successfully achieve Disability Confident Recruiter status and are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability. If you have any questions, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au


One last thing 

Research shows that women and people of colour are less likely to apply for roles if they don't meet every qualification. If after reading this, you’re not sure you tick every single criteria box, but have the passion to get behind our purpose, the determination to face a challenge and a willingness to grow and learn, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you.



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