Telephony Platform Capability Specialist

• Location - Parramatta
• Full Time – Permanent Position
• 38hrs/week - Hybrid
• EA Level 14 - $148,386.65 plus superannuation

About the company

At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities, and our employees. We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. Our people and their jobs are as diverse as the communities we serve. 

Department Overview

You’ll join a multidisciplinary team that brings together telephony specialists, digital partners, analysts, trainers and workforce planners. Together, the team ensures Sydney Water’s people have the right tools, skills and support to deliver consistent, high-quality customer experiences across all service channels.

About the Role

This role has been created to ensure Sydney Water realises the full value of its enterprise cloud telephony investment and continues to mature capability beyond initial implementation. 

The role is accountable for the design, optimisation and evolution of service channel capability across the organisation. 

You will partner with operational leaders, product vendors and digital stakeholders to identify opportunities, shape solutions and lead the delivery of platform improvements. Enhancements and new features are implemented in a controlled, scalable and value driven way. 

This is a hands-on specialist role, combining deep platform mastery, performance analysis, AI capability development and stakeholder engagement. 

What You’ll Do 

• Act as the enterprise subject matter expert for Sydney Water’s cloud telephony platform 
• Provide expert level advice on advanced capability, emerging features and configuration standards 
• Drive the effective use of AI enabled functionality by embedding features such as agent copilot and speech analytics into day to day operations 
• Own end to end platform configuration and governance, including IVR routing models, wrap up logic and change control 
• Use data and analytics to identify, prioritise and deliver high value improvements to customer and employee experience 
• Lead business owned testing, assurance and validation for platform changes and releases 
• Represent Sydney Water as a senior specialist in vendor led product forums  
• Act as the business escalation point for complex platform issues and afterhours incidents 

About You

At Sydney Water, we seek diversity of thought, background and experience to strengthen relationships and deliver meaningful benefits to our people, our customers and the communities we serve. 

You’ll bring:  

• 5+ years’ experience operating as a senior specialist within a largescale enterprise cloud telephony platform in a contact centre environment 
• Certification in a major cloud telephony platform (Genesys Cloud a big plus) 
• Strong experience with IVR design, platform administration and optimisation 
• Mastery of optimising AI-driven telephony features 
• Superior communication, presentation and stakeholder engagement skills 
• Ability to work independently and translate business needs into solutions 
• Advanced analytical methods and problem-solving skills 

 Essential Requirements:

• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.
• As part of the application process, you will be asked to undergo background checks which includes a criminal history check and a medical assessment either online or in person.  

Closing Date: Monday 6^th April 2026.

For more information, or to request an accommodation information, you can contact priscilla.dahdah@sydneywater.com.au

Dive into Our Great Benefits!

Competitive Compensation: We’ll ensure that your skills and contributions are valued and rewarded appropriately. 

Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being. 

Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success. 

24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal. 

Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans. 

Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a generous childcare allowance. 

Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW. 

Novated Leasing: Get in the driver's seat of your financial future with our novated lease options. 

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too.

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds, including First Nations people, LGBTQIA+ people, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application. Please see the position description for the role’s full accountabilities.

Please see Job Profile for the role’s full accountabilities