Synopsis
$118,141 - $132,962 (based on skills & experience) + 12% superannuation
Permanent Full Time Opportunity
Employee Discount Programme
About The Role
The Customer Experience Automation & Platforms Lead sits within the Customer Experience branch and offers an exciting opportunity to shape how customers and staff engage with the City of Melbourne across digital and assisted service channels.
This role plays a key part in delivering impactful outcomes for our community by ensuring our Customer Engagement Platform (CEP) and connected CRM systems are continuously optimised to support efficient, intuitive and high-quality service delivery. You'll lead the configuration, uplift and governance of customer platforms, enabling seamless non-human service experiences and smooth hand-offs across channels.
Working closely with the Contact Centre leadership team, the Adaptive Ways of Working & CRM Product Lead, and service areas across Council, this role is critical to improving customer satisfaction, staff efficiency and trust in City of Melbourne services
A Little More About The Role
Lead the design, configuration and optimisation of inbound and outbound customer communication flows, including IVR, chatbots, routing, transcription, sentiment analysis and quality management
Analyse platform performance data to identify trends, uplift service delivery and support evidence-based decision-making
Configure, test and continuously improve Customer Engagement Platforms and CRM systems, translating business needs into actionable system enhancements
Champion emerging technologies and GenAI use cases, delivering pilots that enhance customer experience and operational efficiency
Why join Team Melbourne?
Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.
At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you'll help deliver what's most important to the people who live, work, study, visit and invest in our great city.
We're proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.
This is more than just a role – it's your chance to make a real impact, contribute to something bigger, and shape Melbourne's future alongside a collaborative and forward-thinking team.
About You
You are a customer centred problem solver who enjoys translating complex systems and data into practical, human centred service solutions. You're comfortable working across technical and non-technical teams and bring curiosity, collaboration and sound judgement to your work.
What Your Experience Might Look Like
Demonstrated experience designing and configuring customer contact or engagement platforms within a contact centre or service environment
Strong business analysis, process mapping and documentation skills, with experience improving systems and workflows
Experience configuring and improving non-human service touchpoints, such as IVR, chat or voice bots
Proven ability to use performance data and insights to drive service and system improvements
Excellent written and verbal communication skills, with the ability to build productive relationships across diverse stakeholder groups
Benefits Of Working With Us
Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.
Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.
How To Apply
We'd love to hear how you can make an impact in this role As part of your application, you will be required to:
Attach your updated resume
Include a cover letter (max one page) outlining your relevant experience and why you're a great fit for this role.
Submit your application no later than 11:45pm on Sunday, 22 February 2026.
A few important things to note – don't miss out
Applications must be submitted online. Unfortunately, we can't accept applications via email, so please be sure to apply through the official job link provided.
Apply early This role may close sooner than the listed closing date if we find the right candidate — so don't wait to get your application in.
We are a child safe organisation. The City of Melbourne has a zero tolerance for child abuse. All employees undergo thorough safety screening, including a Police Check and, for most roles, a Working with Children Check.
Need more info?
Refer to the position description below or contact Gavin Josef - Manager Customer Contact Operations,
Inclusion matters
We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.
We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you're contacted for an interview.