Key Responsibilities:

• Own the Contact Centre Technology product with a focus on keeping the technology running smoothly, resolving issues quickly, and improving operational performance.
• Manage and prioritise operational escalations and system issues, working closely with service teams, vendors, and internal stakeholders to resolve problems and keep contact centre operations on track.
• Define and communicate a clear product vision and strategic roadmap for Contact Centre Technology, while maintaining a practical, tactical backlog aligned to operational needs, customer priorities, and continuous enhancements that strengthen experience, engagement, and reliability.
• Champion Cyber Security and best practice, ensure all contact centre technology solutions adhere to cyber, security, regulatory, and compliance requirements as set out by the Qantas Group
• Continuously monitor product performance and enhance products supporting customer and contact centre experiences through data-driven decision-making.
• Build strong cross-functional partnerships internally and externally to align technology initiatives with broader company goals and ensure successful product development. 

What You Will Bring:

• Tertiary education in Business, Engineering, Information Systems, Computer Science, or relevant industry experience
• Product Management & Agile expertise. Strong understanding of Product Management principles, Agile Methodologies, and the ability to manage product independently.
• Incident management and resolution. Demonstrated ability to manage operational escalations, issue resolution, and problem-solving in fast-paced environments.
• Strong technical documentation skills and the ability to document processes effectively.
• Contact Centre Tech experience is advantageous, experience working with similar technical products (Genesys Solutions etc) is good to have.
• Vendor management & ability to manage internal and external stakeholder relationships
• Excellent interpersonal, influencing, and negotiation skills, with the ability to communicate complex ideas clearly.
• Self-motivation & organisation. Proactive approach with the ability to multi-task, meet deadlines, and manage shifting priorities.
• Self-motivation and curiosity to learn, staying current with ever evolving technology and role development.