If you want to make a difference by making a positive impact on peoples' lives, then a career with Independence Australia Group may be for you.
About The Role
You will provide hands‐on management and optimisation across Zendesk and Amazon Connect, supporting the newly established CX Platforms portfolio, within our Digital Product and Delivery team. Reporting to the Product Manager, you will focus on optimisation, operational stability, automation, and governance uplift as we transition from an operationally managed environment to structured, strategic platform management. This is an opportunity to help shape and mature platform practices from the ground up, working alongside internal stakeholders and external Zendesk specialists.
What You Will Be Doing
In the initial phase, you will focus on stabilising and strengthening day‐to‐day platform management while supporting the Product Manager in delivering broader roadmap initiatives and optimisation opportunities.
* Configure, administer, and maintain Zendesk and Amazon Connect on a day-to-day basis.
* Manage user access, configuration updates, and BAU platform changes in line with governance standards.
* Monitor platform health, performance, and reporting integrity.
* Conduct regular audits of workflows, automations, integrations, and configuration controls.
* Support continuous improvement initiatives, including workflow optimisation and automation enhancements.
* Assist in delivering roadmap initiatives, including AI and efficiency uplift.
* Maintain structured documentation and platform standards to enable sustainable governance.
* Collaborate with internal stakeholders and the Premier Zendesk Partner during the uplift and transition phase.
What we are looking for
* Strong hands‐on Zendesk administration experience.
* Exposure to Amazon Connect or comparable contact‐centre platforms voice assistance.
* Experience improving workflows and automation.
* Strong documentation and governance mindset.
* Comfortable operating in environments moving from reactive support to structured ownership.
If you possess the above skills and want to be part of establishing stronger platform maturity and enabling strategic service initiatives, we'd love to hear from you!
Why work with us Benefits
* Work close to home with access to free parking.
* Access salary packaging benefits to increase your take home pay.
* The chance to be part of a purpose‐driven, values‐based organisation that truly makes a difference.
Work with purpose
We believe everyone should have the opportunity to participate in life and the community, regardless of ability. Our aim is to improve the quality of life and provide access to products, resources and support to allow people to make choices to enhance their well‐being and lifestyle, whether it's in their own home, local community or in our residential facilities.
As a social enterprise, we redistribute the surplus funds generated through the sale of over 12,000 healthcare products, mobility aids, and equipment into programs that support people living with disability. Independence Australia Group includes Independence Australia, Zest Care, SASI, AQA and Possability Group. Read more about our story at https://www.independenceaustralia.com.au/
For a rewarding career where you can make a real difference and positive impact on peoples' lives, APPLY NOW. Commitment to diversity
Independence Australia Group is an equal opportunity employer and believe our people should reflect the diverse communities we operate in. We encourage applications from people with a disability, CALD, LGBTQIA+ and Aboriginal and Torres Strait Islander peoples to apply. If you have any questions about accessibility during recruitment or about the workplace, please contact our People Experience team on .
* IAG Talent Referral Incentive applies
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