TAFE Queensland Customer Experience Portfolio (CXP) Team are gathering expressions of interest for a Managed Service Partner with strong DevOps Capability to enable the CXP Team to manage, maintain and improve CX applications such as Amazon Connect.

The TAFE Queensland Customer Experience Strategy looks to improve application and enrolment conversion through improving the customer experience through the Enquiry to Enrolment (E2E) journey; these improvements are predominately driven through improving how the regional Customer Service Network (CXN) teams work together, how their core platforms enable productive and speedy customer enquiry management, and ensuring we are optimizing all associated business processes.

The launch of the new Contact Center platform (Amazon Connect) represented the first foundational step on this journey, with the platform allowing caller traffic to be routed across the different regional teams depending on routing profiles.

As we move forward on our roadmap to consolidate and modernize current systems used by the agents, improve inefficient process, integrate systems, and use data to generate quality insights for decision-making, it is becoming increasingly important to ensure that we have a strong partner who can supplement our team to enable this goal.