CX Platform Engineer — Contact Center & AI Workflows

DuluxGroup Ltd.

Canterbury-Bankstown

On-site

AUD 90,000 - 120,000

Full time

12 days ago

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Benefits offered by this job

Private health extras

Exclusive discounts

Fitness Passport

Parental leave 20 weeks

Learning and development

Wellbeing Hub & EAP

Job summary

DuluxGroup is seeking a Contact Centre Platform Specialist to keep customer engagement platforms reliable and to build the capability to configure, govern and optimize our future CCaaS environment. You will work with customer service teams, Technology, platform owners, project teams and external vendors to translate needs into practical solutions.

The role emphasises routing, workflows, case management, automation and AI-enabled omnichannel services, with a focus on delivering measurable

Qualifications

Experience configuring or supporting customer service, contact centre, CRM, telephony or workflow platforms within a complex operational environment.
Strong knowledge of routing, queues, IVR, case management, workflows and omnichannel service, with AI enabled CCaaS experience highly regarded.
Ability to translate operational requirements into practical system configurations, testing plans and sustainable platform improvements.

Responsibilities

Configure, govern and optimize our future Contact Centre as a Service environment, ensuring reliability.
Translate business needs into practical configurations, testing plans and sustainable improvements.
Collaborate with customer service teams, Technology, platform owners, project teams and external vendors to deliver value.