Contact Centre Enablement & Embedding Lead

TL;DR

Contact Centre Enablement & Embedding Lead (Telecom): Promoting customer outcomes through structured enablement and embedding initiatives with an accent on frontline performance and reducing change overload. Focus on translating launch intents into contact centre assets, delivering workshops and calibrations, monitoring adoption, and driving remediation of gaps.

Location: Melbourne, VIC (hybrid: 3 days in office, 2 days remote)

Company

Australian telecommunications company delivering mobile, broadband, and digital solutions to over 11 million customers.

What you will do

• Partner with Go To Market and Channel Enablement to translate launches into contact centre-specific enablement and embedding requirements.
• Develop frontline-ready assets like playbooks, FAQs, troubleshooting guides, huddle packs, and leader toolkits.
• Deliver embedding activities including workshops, calibrations, leader briefings, forums, and Train-the-Trainer support.
• Run post-launch embedding to reinforce behaviours, capture feedback, and remediate knowledge, process, and tooling gaps.
• Monitor adoption, training completion, quality/compliance, and performance shifts, providing insights via governance forums.
• Maintain relationships with operational leaders for two-way feedback and consistent messaging.

Requirements

• Experience in contact centre enablement/embedding, operations, learning delivery, or change implementation with multi-site collaboration.
• Telecommunications or regulated environment experience, including partner/offshore and GTM delivery exposure.
• Technical skills in workshop development/facilitation, collaborator management, data-driven insights, written communications, and asset creation (PPT/Word).
• Proficiency in Jira/Confluence, Tableau/Power BI, CIRCLE/knowledge systems/MyHub.
• Non-technical skills: influence without authority, resilience, simplifying complexity, judgement, customer-first approach.

Culture & Benefits

• Competitive remuneration, $80 monthly credit, 25% off hirify.global products, and retail partner discounts.
• Flexible hybrid working: three days in office, two days remote/home.
• Competitive leave including 'Connected' days for culture, family, health, or community, plus 16 weeks paid Parental Leave.
• Development via hirify.global U micro-credentials with La Trobe and Macquarie Universities.
• Colleague networks for diversity: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+).
• Free 24/7 wellbeing support: counselling in-person, phone, SMS, or video.