Strategic Agent Experience Designer

2 weeks ago

Sydney, New South Wales, Australia beBeeAnalyst Full time $120,000 - $140,000
Job Description

We are seeking a skilled Technical Product Analyst to play a pivotal role in shaping the future of agent experience and customer engagement through innovative platforms.

This key position will bridge the gap between operational needs and technical solutions, defining user stories, supporting agile delivery, and optimising tools that make a real difference to our frontline teams and customers.

Key Responsibilities:
  • Collaborate with engineering, operations, and product teams to define and deliver agent tool enhancements
  • Translate complex business needs into actionable technical stories and user requirements
  • Use data to support decision-making, platform optimisation, and performance improvement
  • Engage stakeholders, gather feedback, and contribute to smooth feature rollouts
  • Champion continuous improvement and the voice of the agent in every release
Requirements:
  • 2+ years in contact centre tech or operations, ideally with Amazon Connect
  • Strong skills in documenting user requirements and analysing data
  • Experience working in agile environments and collaborating cross-functionally
  • A natural communicator with a knack for solving problems and influencing change
  • Possession of relevant software development certifications is desirable but not essential
What We're Looking For:

We want someone who is passionate about delivering smart technology for contact centres. If you have relevant experience and a curious approach to problem-solving, we'd love to hear from you.

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