Omnichannel CCaaS Platform Specialist

SmartRecruiters, Inc.

Sydney

On-site

AUD 120,000 - 150,000

Full time

8 days ago

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Benefits offered by this job

Private health extras

Exclusive discounts

Fitness Passport

Parental leave 20 weeks

Learning & career pathways

Wellbeing Hub & EAP

Job summary

DuluxGroup is seeking a Contact Centre Platform Specialist to keep our customer engagement platforms reliable while shaping our future CCaaS environment. You will translate business needs into practical configurations across routing, case management, automation and omnichannel service, working with customer service teams, IT, project teams and external vendors.

Join a group that values learning, wellbeing and career growth, with flexible options and generous parental leave.

Qualifications

Experience configuring or supporting customer service, contact centre, CRM, telephony or workflow platforms in a complex environment.
Strong knowledge of routing, queues, IVR, case management and omnichannel service.
Ability to translate operational requirements into practical system configurations and testing plans.
Analytical, improvement-focused with understanding of automation and governance.

Responsibilities

Configure or support customer service, contact centre, CRM or workflow platforms within a complex environment.
Translate business needs into practical configurations, testing plans and platform improvements.
Collaborate with client service teams, Technology, project teams and external vendors on omnichannel workflows.