Strategic Tech Solutions Manager

6 days ago

NewcastleMaitland, Australia beBeeProduct Full time $120,000 - $140,000
Job Opportunity

This is a rare opportunity to join our innovative team as a Technical Product Analyst. You will play a crucial role in shaping the future of agent experience and customer engagement through cutting-edge platforms like Amazon Connect.

As part of our Agent Experience & Telephony Platform team, you 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:
  • At least 2 years' experience in contact centre tech or operations, preferably 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
  • Passion for improving agent and customer experience through smart tech
About Us

We are a leading provider of private health insurance, disability support, and health services. We're reshaping the industry through bold innovation, strategic disruption, and trusted partnerships.

We deliver great value health insurance and support services to protect, connect, and empower people to access healthcare when and where they need it.

Diversity, Equity, and Inclusion

We offer a flexible working environment and welcome candidates who reflect the diversity of the communities we serve.

We're committed to creating an inclusive culture where everyone has the autonomy and freedom to be their authentic selves.

Benefits
  • New starter benefit to help set up a functional home workspace
  • 50% discount on employee health insurance + 35% off travel insurance
  • The opportunity to give back to the community through paid leave for volunteering
  • Access to our wellbeing program and corporate fitness discounts
  • Access to employee share plans, short-term incentive program, and life and salary continuance insurance benefits
  • 18 weeks paid parental leave for all new parents, 5 days paid cultural leave for First Nations peoples, and 4 weeks paid gender affirmation leave for trans, gender diverse, and intersex employees

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