About The Role
Kinetic IT is looking for an experienced Contact Centre Platform Specialist on a contract basis until the end of June ****. This role will support a key project focused on uplifting and modernising our customer contact capabilities.
As our Contact Centre Platform Specialist, you'll design, build, and enhance contact centre flows that deliver contemporary, seamless digital experiences. You'll work closely with our internal teams to optimise how customer contacts are handled across voice, chat, email, and virtual agents, ensuring interactions are routed efficiently and provide outstanding service experiences.
Responsibilities
Designing, building, and implementing contact centre flows within Amazon Connect and other relevant platforms.
Developing intelligent routing, IVR logic, and customer interaction workflows.
Working with internal stakeholders to uplift customer experience across voice, chat, email, and virtual agent channels.
Supporting the integration of contact centre systems with CRM/ITSM platforms such as ServiceNow.
Contributing to automation initiatives, including AI-powered virtual agents and self-service capabilities.
Providing platform expertise, advice, and best practices across the project team.
Ensuring contact centre configurations follow security, operational, and architectural standards.
What You'll Bring
Proven experience with contact centre platforms (Amazon Connect, Genesys, NICE, or similar).
Strong capability in building and configuring contact flows, IVR logic, and routing scenarios.
Understanding of modern omnichannel environments (voice, chat, email, virtual agents).
Experience integrating contact centre systems with CRM/ITSM systems—ServiceNow experience highly desirable.
Familiarity with virtual agents, conversational AI, and automated customer workflows.
Ability to translate business needs into effective contact centre solutions.
Amazon Connect experience is highly desirable; certification in administration or development is a bonus.
Strong communication skills and the ability to work collaboratively with technical and non-technical teams.
About Kinetic IT
Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.
For more than 25 years, we've partnered with some of Australia's most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.
Equal Opportunity Employer
As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We're proud to be an Indigenous and Veteran-friendly employer.
How To Apply
Apply today or send your CV directly to. You can learn more about our culture and crew online at kineticit.com.au.
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