Principal Advisor Assisted Technology, Sector

6 months ago

New Zealand Health New Zealand - Te Whatu Ora Full time

Join Health New Zealand - Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and people-centred health system. This is mahi that will improve the health and wellbeing of everyone in Aotearoa, and we've got an opportunity for you to be part of it.

**Te whiwhinga mahi | The Opportunity***

The Principal Advisor Digital Assisted Channel Technologies role is an advocate for our health consumers and whānau who have historically been unable to access traditional channels. This is a high-profile opportunity due to the responsibilities of this role in supporting nationally significant products and services, and in supporting and influencing key stakeholders within Health New Zealand - Te Whatu Ora and the wider health system.

Our Sector Digital Channels team are working to expand and improve the digital health landscape in Aotearoa. We are the digital transformation partners enabling modern technology solutions that improve the people and whānau experience through equitable access to varying models of care.

We are the change agent for national programmes and work with our customers and partners to enable equitable access through both digital self-service and assisted channels and to reduce pressure on the workforce through automation and integration. We are product focused and leverage modern platforms, technologies and ways of working to deliver quality, sustainable and cost-effective products and services.

Design and Channels are responsible for the design and delivery of our consumer facing digital products used by a wide range of consumers and whānau across Aotearoa. We aspire to create products that are accessible to the broadest consumer audience and that our services are consistent across the channels we provide to support equitable access.

Our Assisted Digital Channels team champions the needs of all health consumers and whānau who have historically been unable to / chosen not to access traditional channels. We work in collaboration with our Design Practice and other teams within Sector Digital Channels, Te Whatu Ora and our communities to develop solutions that deliver the best possible consumer experience across all assisted service channels which are equitable, efficient, seamless, and contribute to bridging the digital divide.

**Mōu | About you***

As our Principal Advisor Digital Assisted Channel Technologies, you will be responsible for creating next level positive experiences and outcomes for people, whānau and communities through the development and promotion of digital assisted channels, embedding them into the Health New Zealand - Te Whatu Ora technology landscape, setting them up for re-use and ensuring Assisted Digital Channels are easily accessible, understood and deliver value to those who need it.

As an expert in contact centre & consumer engagement technologies and omnichannel best practices you will use your experiences and knowledge to take the lead in the development and delivery of key programmes of work where these technologies can be utilised to enhance our existing and new assisted channels to enable the empowerment of our health consumers and whānau to take greater control over their own health outcomes.

We need flexible, resourceful people with a strong equity focus who can successfully engage, inspire, and lead people on a journey. You will be joining a fast-paced and complex environment and will need to be pragmatic and able to advocate for the value of a human-centred approach.

**Ngā pūkenga me ngā wheako | Skills and experience**
- Experience with omnichannel customer engagement / contact centre software, systems, and processes, ideally Genesys and NICE.
- Familiarity with reporting and monitoring tools e.g., Datadog.
- Familiarity with PaaS platforms, in particular AWS, Azure and MuleSoft.
- Demonstrated intuition and the ability to balance good process with the need to make clear decisions in demanding situations such as. priority service outages.
- Demonstrated ability to work under tight timeframes and manage competing priorities while remaining resilient under pressure.
- Experience working in the health sector or other Government agency preferred.

**Ka kawea e koe | You will bring**:

- Competency with te ao Māori, tikanga, and te reo Māori or a commitment to starting your journey and taking ownership of your learning and growth.

**Ko te mahi e tika ana mō te ao hurihuri nei | Work that suits today's ever-changing world**

Health New Zealand - Te Whatu Ora supports flexible and hybrid working for our kaimahi. In roles that don't require an in-person element, we encourage you to ‘work from where you are.' We want our national teams to be made up of diverse people from across the motu, just like our health system.

**Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai | Our commitment to equity, diversity and inclusion**

Our name, Te Whatu

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