Let’s talk about this role
Are you passionate about delivering smart, impactful technology for contact centres? We’re looking for a Technical Product Analyst to help us shape the future of agent experience and customer engagement through innovative platforms like Amazon Connect.
As a key part of our Agent Experience & Telephony Platform team, you’ll bridge the gap between operational needs and technical solutions, defining user stories, supporting agile delivery, and optimising tools that make a real difference to our frontline teams and customers.
What you’ll do:
- Collaborate with engineering, operations, and product teams to define and deliver agent tool enhancements
- Translate complex business needs into actionable technical stories and user requirements
- Use data to support decision-making, platform optimisation, and performance improvement
- Engage stakeholders, gather feedback, and contribute to smooth feature rollouts
- Champion continuous improvement and the voice of the agent in every release
Let’s talk about you
- 2+ years in contact centre tech or operations, ideally with Amazon Connect
- Strong skills in documenting user requirements and analysing data
- Experience working in agile environments and collaborating cross-functionally
- A natural communicator with a knack for solving problems and influencing change
- Passion for improving agent and customer experience through smart tech
We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience; we’d love to hear from you!
Let’s talk about who we are
nib is a leader in private health insurance, disability support and health services, reshaping the industry through bold innovation, strategic disruption and trusted partnerships. We deliver great value health insurance and support services to protect, connect and empower you to access healthcare when and where you need.
We have a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, helping members and travellers make more informed healthcare decisions and generally live healthier lives.
Let’s talk about diversity, equity and inclusion
We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.
nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at
Let’s talk about working at nib
Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.
Other benefits to support you at work (and play) include:
- New starter benefit to help set up a functional home workspace
- 50% discount on employee health insurance + 35% off travel insurance
- The opportunity to give back to the community through paid leave for volunteering through nib foundation
- Access to our nib Well Program and corporate fitness discounts
- Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
- 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees
The fine print
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.
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