Senior Telephony Technical Officer

• Play a key role in the Emergency Communication Information Services team
• Use your expertise to support the delivery of critical telephony services across TZV
• Full-time, ongoing role based in Burwood East, with potential travel to other sites.

About Triple Zero Victoria

Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.  

This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria are deeply committed to the community they serve and are among the most dedicated and highly skilled in their field.

About the Role

The Senior Telephony Technical Officer, a key role within the Emergency Communication Information Services (ECIS) team, is responsible for providing subject matter expertise input into the planning and day-to-day delivery of the telephony services.

Reporting in to the Manager, Telephony Systems, the Senior Telephony Technical Officer will provide technical leadership to the telephony team, maintain an expert level of knowledge in critical communication technologies used for the provision of telephony services, and build and maintain strong working relationships with internal and external stakeholders to deliver effective outcomes for the ECIS team and the broader organisation. 

Day to day responsibilities include:

• Provide a high level of operational service delivery support to stakeholders across the organisation.
• Research, investigate and analyse technical issues, including the identification and resolution of emerging issues, risks and trends; and respond to telephony incidents as well as customer and vendor requests for change.
• Plan system change activities required to maintain continuity of the telephony service, and actively monitor and liaise with vendors to ensure appropriate action is taken to maintain telephony services in accordance with TZV policies and procedures.
• Prepare and present high-quality reports and documentation relevant to telephony services and provide subject matter expertise input into any relevant telephony or omni channel-related projects.
• Provide after-hours support to the telephony services for operational service continuity during incidents, events and planned works.
• Provide ongoing support to the broader telephony team and act in the role of Manager, Telephony Systems when required. 

About You

To be successful in this role, you will be a solutions-focused self-starter with significant experience in telecommunications and the ability to work with a wide variety of stakeholders within a complex work environment

The successful candidate will have the following experience, skills and attributes:

• A tertiary qualification in Telecommunications, Information Technology or related discipline.
• A minimum of 10 years’ experience in public safety telecommunications or a similar 24/7 mission-critical environment.
• Demonstrated experience in managing and supporting NEC and/or Genesys telephony platforms or similar.
• A strong understanding of Business Continuity and Disaster Recovery practices
• Strong written and verbal communication skills
• A high level of accountability and the ability to remain calm and think critically and logically under pressure. 

Executive and Senior Leadership are committed to empowering employees towards their professional and personal goals. Clarity of vision provided by a long-term ICT Strategy will enable clear role descriptions, variety of work and pathways for growth. With substantial transformation currently underway and more to come, you will have the chance to bring your eclectic experiences to shape the delivery models. The sector-wide remit, defined by a heavily integrated eco-system of technologies, whilst challenging, will present the opportunity to develop high quality networks and hone your craft in a fast-moving set up where high availability is paramount, facets that hold you in good stead for the future.

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

• Employee assistance program for employees and eligible family members
• Discounted health insurance, banking services and gym membership
• ‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
• Free staff parking at all our sites
• Salary packaging options after an initial service period

Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.

How to Apply

Click the ‘Apply’ button which will direct you to the Triple Zero Victoria Careers Portal. From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.

Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.

For a confidential discussion, please email Careers@triplezero.vic.gov.au.

Recruitment agency applications will not be accepted.

Applications must be submitted by 11.59pm, Sunday 23 November, 2025.

Other Relevant Information

Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.

Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.

If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Careers team via Careers@triplezero.vic.gov.au.