An Australian water utility is undertaking early-stage design for a customer experience transformation, with a focus on improving contact centre operations and supporting capabilities. The role will contribute expertise across contact centre optimisation, business continuity planning, training frameworks, knowledge management, and telephony systems. The consultant will work closely with the consulting team to shape elements of the programme design and solution approach.

Key Activities:

• Provide subject matter expertise in contact centre operations to support the design of a customer experience transformation programme
• Advise on contact centre optimisation strategies based on practical operational experience
• Contribute expertise on contact centre business continuity planning, including BCP frameworks, incident runbooks, and testing scenarios
• Provide guidance on contact centre training models and accreditation approaches
• Assess and advise on knowledge management practices, including tagging structures and search optimisation
• Provide expertise on telephony platforms, including IVR design, call routing, and optimisation of telephony capabilities
• Collaborate with the consulting team to shape project design and inform capability requirements

Your Background:

Essential:

• Demonstrated experience optimising contact centre operations in large organisations
• Experience developing or advising on contact centre business continuity planning, including BCP frameworks, incident runbooks, and testing scenarios
• Knowledge of contact centre training frameworks and accreditation models
• Experience with contact centre knowledge management, including tagging structures and search optimisation
• Expertise in telephony platforms, including IVR and call routing design
• Experience working in consulting, enterprise architecture, or business analysis roles supporting operational transformation initiatives

Desirable:

• Experience working with contact centres in the water utilities sector
• Experience supporting customer experience or contact centre transformation programmes