Job Description

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- Join Australia's leading comparison company
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- Optimize lead & call performance
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- Join Australia's leading comparison company
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- Set scalable platform standards
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- Optimize lead & call performance
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Own the design behind how 370+ agents get routed, scripted and connected to the right customer.

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Compare Club helps Aussies save money on the household bills that eat their budget — health insurance, life insurance, energy, home loans and more. Behind that sits a busy contact centre, and right now it's running two platforms (NICE CXone and IPScape) at once while we migrate. That's where you come in.

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The role

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You'll own solution design across routing, queues, Studio scripting and CCaaS configuration — turning contact strategy and business rules into platform design that actually works on the floor. You're the person who decides how a call, lead or callback gets routed, and why. It's a hands-on design role with real authority: you set the standard, and the team builds to it.

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What You'll Do

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- Design routing and Studio flows: build and maintain routing, skills, queues, callbacks, call treatments and campaign logic across inbound, outbound and callback contact.
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- Set the configuration standard: define how routing, queues, campaigns and workflows are structured so they scale — not rebuilt from scratch every time something changes.
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- Turn strategy into design: translate contact strategy and segmentation into platform design the team can build and measure.
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- Tune for performance:



refine routing logic and lead sequencing against real contact-rate, conversion and productivity data.
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- Keep design and release separate: sign your design into build; production release sign-off sits with the Product & Optimisation Lead, so there's always a second set of eyes before go-live.
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- Document it properly: keep design artefacts and runbooks current enough that someone else could pick up the pattern without you in the room.
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What you'll bring

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- Solid CCaaS solution design experience — routing, queueing, campaign configuration, workflow design.
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- Hands-on NICE Studio development and scripting (call flows, routing logic, data-driven decisions).
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- A practical handle on inbound, outbound, callbacks and lead prioritisation — not just the theory.
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- Strong documentation and change-control instincts; you don't just build it, you write it down.
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- Comfort working alongside Salesforce, data and real-time performance teams.
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- Bonus points: exposure to IPScape, Snowflake or Braze.
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Why join now

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- A genuinely meaty design mandate — you're not maintaining someone else's config, you're setting the standard.
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- Direct line into a Product & Optimisation Lead who owns the roadmap, not just the ticket queue.
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- A dual-platform workplace most CCaaS architects never get to work across — good for the CV, good for the problem-solving.
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- Melbourne CBD-adjacent office, a team that leans on each other, and work that visibly moves the number on contact rate and conversion.
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📌 Solution Architect & Routing Lead (Victoria)
🏢 Compare Club
📍 Victoria