Contact Centre Specialist

About The Role Kinetic IT is looking for an experienced Contact Centre Platform Specialist for a contract until the end of June 2026. Your role will support a key project focused on uplifting and modernising our customer contact capabilities. As the Contact Centre Platform Specialist, you’ll design, build, and enhance contact centre flows that deliver contemporary, seamless digital experiences. You’ll work closely with our internal teams to optimise how customer contacts are handled across voice, chat, email, and virtual agents, ensuring interactions are routed efficiently and provide outstanding service experiences. Responsibilities Design, build, and implement contact centre flows within Amazon Connect and relevant platforms. Develop intelligent routing, IVR logic, and customer interaction workflows. Collaborate with stakeholders to uplift customer experience across voice, chat, email, and virtual agent channels. Support integration of contact centre systems with CRM/ITSM platforms such as ServiceNow. Contribute to automation initiatives, including AI-powered virtual agents and self‑service capabilities. Provide platform expertise, advice, and best practices across the project team. Ensure configurations follow security, operational, and architectural standards. Qualifications Proven experience with contact centre platforms (Amazon Connect, Genesys, NICE, or similar). Strong capability in building and configuring contact flows, IVR logic, and routing scenarios. Understanding of modern omnichannel environments. Experience integrating contact centre systems with CRM/ITSM, ServiceNow highly desirable. Familiarity with virtual agents, conversational AI, and automated customer workflows. Ability to translate business needs into effective contact centre solutions. Amazon Connect experience highly desirable; certification in administration or development is a bonus. Strong communication skills and ability to work collaboratively with technical and non-technical teams. About Kinetic IT Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities. For more than 25 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport. At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact. With over 1,500 talented people working across Australia, we deliver world‑class capabilities with a local touch – helping shape the future of tech, here and beyond. We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do. As an equal‑opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders, and are proud to be an Indigenous and Veteran‑friendly employer. The Kinetic IT Difference Growth‑focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews. Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub. Flex your work – Hybrid options, flexible hours, mobility and part‑time roles (customer needs permitting) and a variety of leave options (including paid parental leave and purchased leave) to suit your needs. Celebrate together – Social events, cultural celebrations, end‑of‑year functions, DEI belonging events and more. Wellbeing matters – Health and wellness resources and events, free skin and health checks, free flu shots, tailored leave and support options, free and confidential EAP and access to Fitness Passport. How To Apply Apply today or send your CV directly to . You can learn more about our culture and crew online at kineticit.com.au . Seniority level: Mid‑Senior Level Employment type: Full‑time #J-18808-Ljbffr