Telephony Technologist

Join the change. Together, we’ll make history
 

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the role

Due to internal movement, we have a full time role available for a  Telephony Technologist to join our Operational Services & Optimisation team and help shape the future of customer communications. This role is open to candidates from Melbourne, Sydney or Adelaide.

As a Telephony Technologist, you will be instrumental in managing and enhancing AGL’s telephony infrastructure across our contact centres. This includes supporting inbound and outbound call flows, dialler systems, SMS, webchat, CRM integrations, and IVR automation. You’ll collaborate with internal stakeholders and vendors to deliver seamless communication experiences and drive continuous improvement.

Key Responsibilities

• Incident Resolution: Act as a senior technical resource for escalations, troubleshooting, and maintaining accurate documentation.

• Operational Management: Oversee day-to-day telephony operations including IVR updates, 1300/1800 number management, and dialler integration.

• Stakeholder Collaboration: Work closely with internal teams to translate business requirements into technical solutions and manage vendor relationships.

• Technical Analysis & Design: Conduct detailed analysis of call flows, campaign performance, and telephony data to inform strategic decisions.

• Innovation & Strategy: Contribute to business cases, identify improvement opportunities, and support future telephony strategies.

What You’ll Bring

• Proven experience with AVAYA systems is a must!

• Experience in cloud voice technology and contact centre environments

• Excellent troubleshooting skills and ability to resolve complex voice and UC issues

• Strong interpersonal and communication skills with the ability to influence and negotiate across teams

At AGL, we offer a wide range of benefits including:

• Flexible working options including hybrid work

• Discounts on energy, telcos and solar plans

• Participate in Energise - our reward & recognition program

• Access 20 weeks of paid parental leave for the primary carer

• Access to an additional week of recharge leave per year

• Play an active role in our diversity & inclusion initiatives

• Novated leasing and Electric Vehicle subscriptions

• Access to study assistance, AGL's share purchase plan and insurance deals

*Benefits may change over time and vary based on role type and location.

Applications must be submitted by Friday 1st August 2025.

Inclusion at AGL
 

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers 

AGL is a Circle Back Initiative employer - we commit to respond to every applicant.

Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.

The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy.

AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.

Location

Job Family Group