Contact Centre Transformation - Business & Technical Advisor

Contact Centre Transformation - Business & Technical Independent Advisor

• Contract duration: 1/08/2025 to 31/12/2026; plus 4 X 6-month extension options

• Location of work: *Any* state in Australia or Remote 

• Application closing date: Friday, 23 May 2025

• Security Clearance: Must be able to obtain Baseline

• Estimated start date: Tuesday, 1 July 2025

Our federal government client, the Australian Taxation Office (ATO), has a requirement for specialist Contact Centre advisors(‘advisor’). The ‘advisor’ will provide expertise to all phases of a procurement process for the purpose of refreshing/transforming ATO’s end to end contact centre solution and is inclusive of the overarching Contact Centre managed services contract. The transformation of the ATO’s Contact Centre solution will be based on the ATO’s business, technical and commercial requirements.

Required skillsets 

The candidates must have demonstrated experience and understanding of Federal Government and/or other Industry IT Services Contract procurements as detailed below: 

Technical Lead

• Experience in contemporary contact centre solutions and services and Industry.

• Lead and work with ATO SME’s to assess provider responses.

• Experience in large Fed Gov and/or other Industry procurement processes.

• Understanding of Contracted services delivery and financial models to undertake a market scan.

Technical Advisor

• Experienced in requirements gathering and product evaluation processes for contact centre capability.

• Experienced in Fed Gov and/or other Industry procurements, and management of process.

• Experience in Cloud based Contact Centres including architecture, security, implementation and expected costs.