Channel Optimisation Manager

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement and operations to deliver simpler connected services.As The Channel Optimisation Manager, You Will Lead the design, development, and continuous improvement of all digital and telephony channel capabilities (phone, email, chat, messaging, and online) across Smart Service Queensland contact centres. Provide technical and business leadership within a DevOps framework, collaborating with ICT, vendor, and operational teams to gather requirements, develop solutions, and perform testing activities. Guide the optimisation and integration of contact centre communication platforms and digital tools to ensure they are efficient, scalable, and aligned with operational and strategic priorities. Oversee the operationalisation of new digital services and technologies, ensuring a smooth transition from project to business-as-usual operations. Use data analytics and insights to identify customer pain points, operational inefficiencies, and areas for automation or optimisation. Build and maintain strong relationships with internal business areas, product managers, ICT teams, and external service providers to support continuous improvement and digital adoption. Drive innovation by exploring, testing, and piloting emerging communication technologies improve customer and staff experiences.This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.Applications to remain current for 12 months.Occupational group Administration