The OpportunityThe AI Program Analyst is responsible for supporting, designing, maintaining, and continuously improving the Service Management ecosystem that powers our AI Agent workflows, AI-enabled automation and digital self-serve experience.The role will act as thesingle point of contactfor all Agentic AI releases, digital initiatives, quality assurance, knowledge base management and monitoring, ensuring solutions are effectively governed, operationally viable, and continuously improved once released into production.This position will work closely with internal stakeholders and external partners to support the development, testing, deployment, and evolution of AI solutions, with an initial focus onAgentic AI use cases across digital, chat, and call workflows, from first customer contact through to case resolution.The role involves a high level of stakeholder engagement working closely with Operations, OCC, Product, Technology, Network, Sales, Delivery, and Regulatory teams to ensure alignment of process, systems, and governanceWhat You'll Be Responsible forAI & Digital Program CoordinationCoordinate AI and digital initiatives across the full delivery lifecycle including discovery, build, testing, release, and transition to BAU.Act as the primary operational point of contact for AI initiatives across Service Management.Coordinate activities with internal stakeholders and external delivery partners.Support testing, validation, and release activities to ensure solutions are fit for purpose.Agentic AI Operations & GovernanceMonitor performance, accuracy,



and behaviour of defined guardrails.Triage and coordinate AI related issues, defects, and improvement opportunities.Maintain platform hygiene including operational controls, process alignment, governance artefacts, and the business continuity plan.Support governance reporting and compliance activities related to AI usage and risk.Knowledge, Process & Continuous ImprovementOwn and maintain AI‐related knowledge bases and process documentation.Identify and drive improvement opportunities enabled by AI, automation, and digital tooling.Support problem management activities by identifying systemic issues and recommending improvements.Data, Analytics & PerformanceAnalyse AI and digital performance data to assess effectiveness and operational impact.Produce regular reporting on performance, perks realisation, risks, and opportunities.Support the definition and tracking of KPIs aligned to assurance efficiency and customer experience.Stakeholder ManagementCoordinate with internal teams including Operations, OCC, Product, Technology, Network, Sales, Delivery,



and Regulatory.Act as a trusted operational interface between Support Operations and external partners.Provide clear communication and status reporting to leadership and stakeholders.Automation & Digital EvolutionIdentify opportunities to automate manual processes and reduce operational effort.Support prioritisation of automation initiatives based on operational value and readiness.Contribute to the ongoing digital evolution of Support Operations.What You'll Bring to the RoleMinimum of 3 years' experience in the Telecommunications industry.
Experience in operations, technology or digital transformation.Demonstrated understanding of Service Management, Service Assurance, Service Delivery or other support functions.Experience supporting or coordinating AI, robotics processing, automation or digital initiatives.Successful execution of projects, governance and knowledge base management.Exposure to AI, LLM, Agentic, or automation platforms.Strong problem analysis and resolution skillsExcellent communication, interpersonal and documentation skillsCommitment to following a structured and disciplined workflow practiceExperience working with a variety of roles including but not limited to Business Analysts, Program Managers, Project Manager, Developers and System Integrators.Commitment to continuous improvementHigh attention to detail, motivation and focus.
The ability to commit to routines.Strong resilience in dealing with competing needs and deadlinesOutstanding commitment to customer service and internal and external customer experienceWell-developed stakeholder management skills coupled with the ability to communicate and articulate information in an effective manner
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📌 Ai Programs & Operations Analyst (Melbourne)
🏢 VOCUS
📍 Melbourne