Technical Operations Support Analyst

• Support and optimise AI-driven solutions (VA, IVA, IVR) across channels in English, Chinese, and Japanese.
• Provide Operational and Content support for platforms like Genesys to improve workflows and customer experience.
• Permanent opportunity based in our Collingwood Head Office

Jetstar thrives on innovation. We're always looking for dynamic and proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice.

As the Technical Operations Support Analyst you will be responsible for supporting the strategic development and operational performance of technical-driven customer service solutions within the Contact Centre Operations and wider Customer teams.  The focus is on improving customer experience, enhancing automation, and driving cost effective innovations

We’re seeking a (took out technical) skilled professional to support AI capabilities in English, Chinese, and Japanese across Virtual Assistant (VA), IVA, and IVR platforms. This role covers multiple channels including contact centres, websites, mobile apps, and social media. Responsibilities include operational and content support for VA, IVA, Genesys, and related applications to maintain service levels, enhance workflows, and improve customer experience. The role also involves providing technical support to contact centres through software administration, troubleshooting, and optimisation.

To be successful in this role, you will demonstrate the following skills & experience:

• Minimum 3 years of experience in contact centre operations and contact centre technology, with a focus on process improvement.
• Proven experience with AI tools, including IVA and chatbot conversational flows, ensuring seamless customer experiences.
• Skilled in administering speech analytics and insights tools, with strong reporting and data analysis capabilities.
• Solid understanding of project and change management methodologies.
• Strong business acumen and decision-making skills, with the ability to manage stakeholders and client relationships.
• Excellent Excel skills and attention to detail for data analysis and performance tracking.
• Proactive, innovative, and motivated, with a track record of identifying and driving improvement opportunities.
• Effective communicator with strong written and verbal skills; experience working with cross-functional teams and vendors.

About Jetstar

The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launched in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.

Our Culture

Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you’ll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You’ll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.

Our Benefits

Team members have access to heavily discounted fares to destinations all over the world – not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.

Inclusion and Diversity 

Jetstar is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or accessibility requirements, we encourage you to advise us at time of application. 

Applications close: Sunday 15th June 2025 

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.