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February

Genesys Engineering Lead - Voice

ZACK GROUP - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

This is a rare opportunity to join one of Australia's leading BPO at a time when they are about to embark on their next phase of growth. With thousands of staff globally, this recognized leader in the BPO space has been setting the standards in servie and quality for close to 10 years. Due to recent wins and a growing technical team, this leader now require an experienced Voice Engineer in Melbourne to join their team.

As a Genesys Engineer, you'll be responsible for working with multiple project teams to gather their technical requirements, work through a solution, and manage the work with the development team to prioritise and plan. This role is also pivotal with supporting this company's contact centre platforms. 

The team focuses on a number of platforms across their contact centre environments with a primary focus on our Voice, Chat, eMail platforms as well as Social media and other supporting technologies used in the contact centre space. 
Key Responsibiltes:

  • Manage a team of Voice Engineers and Administrators
  • Work with teams in the contact centre environment to solve technical challenges. 
  • Develop and manage relationships with key stakeholders, internal and External
  • Work with a wide range of technologies including Cloud infrastructure, Contact Centre applications such as Genesys, Salesforce CRM, Verint, etc.
  • Investigate and work on new technologies to find the best fit for solutions.
  • Work with development teams and 3rd parties to implement the chosen solution, provide guidance and advice
  • Take the lead and work with support partners to resolve production issues. 
  • General knowledge in Genesys, i.e. assist in configuring and support new Contact centre desks, IVR changes, Routing strategies, etc

About you:

You will have experience in leading contact centre enviroments with experience working with vendors/suppliers preferred. An excellent multitasker and can handle the responsibilities of a high-pressure role


The following technical skills is a must have:
  • Will be Degree Qualified
  • Genesys Developer Certified
  • Development Experience in Genesys
  • Exceptional stakeholder management skills and experience.
  • A positive attitude with a love of learning and growth

The following technical skills would be highly regarded:
  • Experience with cloud solutions such as Azure / AWS
  • A positive attitude with a love of learning and growth
  • Experience in Salesforce CRM integration with Genesys
  • Experience with Genesys Cloud Solutions

If you have the skills and experience outlined above, please forward your CV in Word format via the Apply Now button.