Telephony Systems Specialist – Genesys Cloud & Contact Centre

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

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.