AI Program Analyst

VocusMelbourneHybridFull-time2 weeks ago

Vocus is seeking an AI Program Analyst to support and govern AI Agent workflows, automation, and digital self-serve experiences in Melbourne. The role coordinates AI and digital initiatives across the delivery lifecycle, manages knowledge bases, and engages stakeholders across Operations, Product, Technology, and Regulatory teams. Requires at least 3 years in telecommunications and experience with AI, automation, or digital transformation.

What you'll do

Coordinate 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
Monitor 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
Own 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
Analyse AI and digital performance data to assess effectiveness and operational impact
Produce regular reporting on performance, benefits realisation, risks, and opportunities
Support the definition and tracking of KPIs aligned to assurance efficiency and customer experience
Coordinate 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
Identify 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 need

Must-have

Service ManagementService AssuranceService DeliveryAILLMAgentic AIAutomationRobotic Process Automation

Soft skills

Problem analysisProblem resolutionCommunicationInterpersonal skillsDocumentationAttention to detailMotivationFocus

AI Program AnalystTelecommunicationsAIAgentic AIAutomationService ManagementDigital TransformationGovernanceStakeholder ManagementMelbourne

/What you'll do

/What you need

Must-have

Soft skills

What you'll do

What you need