Telephony Administrator

Australian Unity Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary + bonus program

Well-Being and Community leave days

14-week paid parental leave

Employee Referral Program

Employee Assistance Program

Maxxia Rewards

Discounts across the Australian Unity

Access Flare benefits

Job summary

Australian Unity is seeking a Telephony Administrator to support the PHI business unit. You will manage Genesys Cloud IVR, routing and outbound dialling, and collaborate with the enterprise Telephony team to optimise call handling and continuity. Experience in complex enterprise telephony and stakeholder management is essential, with PHI exposure preferred.

You will contribute to documentation, process improvements and compliance while supporting high service levels and member experience.

Qualifications

• 2–3 years' experience in complex enterprise system support as a systems admin/specialist for telephony.
• Genesys Cloud administration experience with IVR and routing.
• PHI industry experience preferred.

Responsibilities

• Maintain up to date telephony and outbound dialler system including IVR, ACD, routing, data table management, outbound dialler admin and UAM.
• Collaborate with contact centre managers to optimize call handling and member experience; support disaster recovery and business continuity plans for telephony systems.
• Evaluate new Genesys features and adopt integration strategies including analytics and workforce optimization tools.
• Maintain telephony documentation and user guides in SharePoint; update call flows and master files.
• Facilitate continuous improvement initiatives and act as subject matter expert on telephony solutions.
• Adhere to risk, compliance obligations and Our Ways of Working.

Skills

Genesys Cloud Administration

IVR management

Call routing

Data table administration

Outbound dialling

Stakeholder management

Tools

Salesforce

SharePoint

ServiceNow

Job description

Established in 1840, we are Australia's first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we're motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It's about feeling supported in your health, connected with your community and empowered to live life on your terms.

About the Opportunity:

As a Telephony Administrator, you are responsible for providing hands on support for telephony for contact centre, outbound dialler administration and system optimisation for the Australian Unity's Private Health Insurance (PHI) business unit.

The role is a first point of contact for fault/ fix solutions for consultants and supervisors whilst being the subject matter expert with regards to contact centre telephony industry best practice. The role has a collaborative approach with the enterprise Telephony team within Group Technology acting as a 2nd level support to the team.

You will also be required to contribute to the continuous improvement of processes and documentation. Therefore, you will require a collaborative approach, can do attitude and the ability to think 'outside of the box' to deliver best practice solutions to all stakeholders. A positive attitude to change is beneficial.

Experience in PHI industry and knowledge of Salesforce will be an advantage.

Key Responsibilities include:

• System Administration & Support: Maintain up to date telephony and outbound dialler system including IVR, ACD, routing, data table management, outbound dialler admin and UAM.
• Operational Excellence: Action ServiceNow requests and incidents as per SLA; Collaborate with contact centre managers to optimize call handling, reduce wait times, and improve members experience; support disaster recovery and business continuity plans for telephony systems.
• Upgrades & Enhancements: Evaluate new Genesys features and recommend adoption strategies including integrate telephony with analytics, reporting, and workforce optimization tools.
• Knowledge & Team Development: Ensure all telephony documentation is maintained and up to date including call flows, master files in SharePoint, voice and script files; Create new telephony documentation and user guides where there is a need to ensure documentation is in place for the contact centres.
• Continuous Improvement: Facilitate and advocate continuous improvements and change initiatives within the Operational environment. Be the subject matter expert on the current telephony solutions to collaborate with key stakeholders within the business and/ or work on change initiative/s project/s to deliver improved solutions
• Compliance / Governance / Workplace Health & Safety: Always adhere to all relevant risk and compliance obligations.
• Our Ways of Working: Take ownership and individual accountability for activities and outcomes

About You:

• Demonstrated experience in Genesys Cloud Administration - IVR management, call routing, data table administration, and outbound dialling.
• 2-3 years' experience in complex enterprise system support as a systems admin/specialist for telephony with an understanding of contact centre environments.
• Private Health Insurance (PHI) industry experience (preferred)
• Ability to manage multiple projects and priorities at once.
• Self-starter who has initiative and is proactive.
• Effective interpersonal and stakeholder management skills.

Why Join Us?

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents
• Employee Referral Program
• Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Access Flare benefits including everyday discounts, premium perks, salary packaging options and wellbeing support

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.