This leading Australian University is looking for a bold, strategic, and creative Change and Communications Manager to lead the human side of a major technology upgrade-rolling out Amazon Connect across 10 contact centres and saying goodbye to outdated systems (hello, efficiency and omnichannel magic!). This is a rare chance to drive change at scale and make a real impact on how 60,000 students, staff, and agents connect and communicate. Key activities Develop and deliver an end-to-end change and communications strategy tailored to diverse stakeholder needs. Perform change impact assessments and stakeholder analysis to guide decision-making. Partner closely with the Project Manager to identify risks, issues, and dependencies early. Craft compelling communications (emails, intranet content, training guides, FAQs, and more). Build excitement, manage resistance, and create advocates for the new system. Track readiness, measure adoption, and continuously refine the approach based on feedback. Be the trusted voice of clarity during a high-impact transformation. Skills and experience Extensive background in change management, with deep expertise in tech-driven transformation (Prosci or equivalent methodology preferred). Next-level communication skills-you make the complex clear and inspire action. Experience with large-scale contact centre environments (think: enterprise-level). Strong critical thinking, influence, and negotiation skills to get everyone rowing in the same direction. Demonstrated success in assessing readiness, planning transitions, and landing adoption. A true team player who can also fly solo when needed-resilient, adaptable, and solution-focused. Experience with Amazon Connect and/or Cisco WxCC highly regarded Familiarity with the Higher Education sector – highly regarded Apply now to secure an interview or contact Josh D’Monte on 9236 7723 for a confidential discussion.