Principal Advisor Assisted Technology, Sector

5 months ago

New Zealand Te Whatu Ora - Health New Zealand Full time

Join 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 Te Whatu Ora and the wider health system.

Our Sector Digital Channels team is the driving force behind change in our nationally enabled services. We're on a mission to create cost-effective and sustainable digital solutions that revolutionize accessibility. From user-friendly digital self-service options to seamless integration and automation, we're here to make life easier for the workforce, health consumers and whānau.

We take pride in managing, delivering, and providing unwavering support for all our national external services. From Te Whatu Ora to Te Aka Whai Ora and Manatū Hauora, we've got our fingers on the pulse of it all.

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 Te Whatu Ora technology landscape, setting them up for re-use and ensuring Te Whatu Ora 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.
- A working understanding of CRM systems; experience using and contributing to Salesforce is highly desirable.
- 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**

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 Ora, means ‘the weaving of wellness'. Whatu is the com

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