Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. As the Contact Centre Enablement & Embedding Lead, you'll play a crucial role in promoting customer outcomes through structured approaches linked to customer experiences. This is an outstanding opportunity to lead and deliver flawless initiatives that ensure ongoing frontline performance and lower change overload. What You’ll be Doing Partnering with Go To Market and Channel Enablement to translate launch intent into Contact Centre-specific enablement and embedding requirements. Developing frontline-ready assets such as playbooks, FAQs, guides for handling blocking issues, troubleshooting guides, huddle packs, and leader toolkits aligned to platform and knowledge standards. Delivering and facilitating embedding activities like workshops, calibrations, leader briefings, forums, and supporting Train-the-Trainer delivery where required. Running post-launch embedding to reinforce new behaviours, capturing feedback, and driving rapid remediation of knowledge, process, and tooling gaps. Monitoring adoption, training completion, quality/compliance themes, and performance shifts, providing insights and recommendations through agreed governance forums. Maintaining strong relationships with operational leaders and collaborators, ensuring two-way feedback loops and consistent messaging. What You'll Bring Experience in contact centre enablement/embedding, operations, learning delivery or change implementation, with multi-site collaborator engagement. Telecommunications or regulated environment experience with partner/offshore exposure and GTM delivery exposure. Technical skills in workshop development & facilitation, collaborator management, data-driven insight, strong written communications, and asset creation (PPT/Word). Proficiency in Jira/Confluence, Tableau/Power BI, CIRCLE/knowledge systems/MyHub. Non-technical skills including the ability to influence without authority, resilience, simplifying complexity, excellent judgement, and a customer-first approach. The good stuff… Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners. Flexible working arrangements with opportunities to work three days in the office, two days remote or home. Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you. We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA). Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity LI-EB1
