Description

The Telephony Operations Manager plays a critical role in enabling high‑performing Customer Market Operations through the effective design, delivery and optimisation of voice, dialler, SMS and IVR platforms. Sitting within the Planning, Optimisation, Telephony & Strategic Ops (POTS) team, this role leads the telephony strategy and technical capability that supports efficient workforce planning, customer experience and cost outcomes. You will be accountable for end‑to‑end telephony operations, working closely with internal teams and external partners to drive innovation, digital uplift and continuous improvement.

The role involves shaping future contact strategies, building strong operational and technical capability, and leveraging data, automation, AI and emerging technologies to improve performance, efficiency and insight across the business.

• Inspire and develop a specialist Telephony & Dialler team, promoting a collaborative “one‑team” culture.
• Lead voice, SMS, dialler and IVR strategy, shaping current and future digital contact methods.
• Design, integrate and deliver telephony initiatives leveraging automation, data, AI and emerging technologies.
• Use reporting and insights to optimise service levels, costs, system performance and forecasting, influencing budgets and investments.
• Manage vendors and stakeholders to ensure value, meet SLAs, maintain business continuity and uphold operational governance.

Requirements

The ideal candidate has proven experience in a call centre environment, including troubleshooting, call flow documentation and routing via Avaya PBX or hands‑on design and implementation of the Amazon Connect ecosystem. Strong stakeholder management, strategic and operational leadership, and the ability to adapt workflows to organisational needs are essential. Experience in technology delivery and an understanding of delivery processes are also required.

AGL values diversity and welcomes applicants from Aboriginal and Torres Strait Islander peoples, people with disabilities, culturally diverse backgrounds and the LGBTQ+ community. Reasonable adjustments are available throughout recruitment, and privacy is respected. AGL is a WORK180 Endorsed Employer for All Women, and the pre‑employment screening includes a national criminal history check and medical assessment if required.

• Possess proven call centre experience with Avaya PBX or Amazon Connect, including call flow documentation and troubleshooting.
• Demonstrate strong stakeholder management, influencing and negotiation abilities.
• Exhibit strategic and operational leadership with capacity to adapt workflows to organisational needs.
• Have a background in technology delivery and understanding of delivery processes.

Benefits

Join the change. Electrify your future! We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career.

AGL offers flexible working options, hybrid work, discounts on energy, telcos and solar plans, a reward and recognition programme, up to 20 weeks paid parental leave for primary carers, an extra week of recharge leave, diversity and inclusion initiatives, novated leasing and electric vehicle subscriptions, study assistance, a share purchase plan and insurance deals. Benefits may vary by role and location.

Training + Development

Interview process

Visa Sponsorship

Security clearance