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
1. Strong hands-on Zendesk administration experience.
2. Exposure to Amazon Connect or comparable .