6-month contract | Brisbane CBD | Hybrid working
Join a large-scale transformation program modernising enterprise customer and telephony systems. This is an opportunity for a capable Change Analyst to support a business-critical initiative replacing legacy contact management platforms with a new cloud-based solution. You’ll be part of a collaborative delivery team focused on improving customer experience, streamlining operations, and supporting staff through meaningful change.
The Opportunity
As a Change Analyst, you’ll play a key role in supporting the implementation of a new cloud-based telephony and contact management system. Working closely with the Change Manager and Project Manager, you’ll help plan, coordinate, and deliver change activities to ensure a smooth transition for business users and customer-facing teams.
This is a hands-on role ideal for someone who thrives in delivery-focused environments and enjoys blending structure, communication, and people engagement with technology change.
Key Responsibilities
- Support the planning and delivery of change management activities across the telephony/contact centre transformation project.
- Conduct change impact assessments, stakeholder analysis, and readiness planning.
- Develop communication and training materials to support system adoption.
- Coordinate and assist in the delivery of user readiness sessions and go-live support.
- Create and maintain change artefacts, including plans, comms packs, and reporting.
- Collaborate with project and operational teams to ensure smooth transition to the new system.
Skills and Experience
- Demonstrated experience in change analysis or change delivery roles within large technology or business transformation programs.
- Strong understanding of contact centre, telephony, or CRM system implementations (e.g. Genesys, Amazon Connect, Cisco, etc.).
- Proven ability to engage effectively with operational and customer service stakeholders.
- Experience developing communication and training materials for end users.
- Solid organisational skills with the ability to manage multiple deliverables in a fast-paced environment.
- Excellent written and verbal communication skills with a people-first mindset.
If you’re a proactive Change Analyst with experience delivering technology-driven change and supporting large customer or telephony environments, we’d love to hear from you.
