UC Technical Specialist

Auto & General Australia; City of Brisbane; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Learning and professional development opportunities

Health and wellness programs

Employee reward and recognition platform

Paid leave options

Job summary

A leading insurance provider in Queensland is seeking a Unified Communications Technical Specialist responsible for managing the Genesys Cloud platform. This role includes optimizing customer engagement, implementing automation processes, and collaborating with internal and external stakeholders. The ideal candidate should possess Genesys Cloud certifications and strong communication skills, with a focus on both technical support and continuous improvement practices. Join a growing company close to home, with exciting professional development opportunities.

Qualifications

• Previous involvement in contact centre environments.
• Thorough understanding of inbound and outbound ACD concepts.
• Strong computer literacy with the ability to learn new software.

Responsibilities

• Provide technical support to the Genesys Cloud platform.
• Support inbound and outbound interactions.
• Implement improvements to unified communication offerings.

Skills

Communication skills

Problem solving

Attention to detail

Analytical skills

Technical support

Education

Genesys Cloud Certifications

Tools

Genesys Cloud

APIs

VoIP systems

Job description

Overview

Brief Description
The Unified Communications Technical Specialist is responsible for designing, implementing and managing the Genesys Cloud platform, including system administration, interaction configuration and integration with external systems. The role includes the discovery of automation opportunities and implementation of automated conversation processes within customer enquiry channels. The Unified Communications Technical Specialist will liaise with internal and external stakeholders as well as working with external vendor partners. The role will consistently engage with the wider business units and the Business Analysts to continually identify improvement opportunities.

Risk and Defences

Risk Accountabilities Relevant to Your Line of Defense
Line 1 Business
The First Line of Defence is accountable for adhering to the A&G Risk Management Framework and owns the risks, obligations, issues, and incidents within their area of responsibility, including their resolution.

The Key Elements Of The First Line Of Defence

• Accountability: Responsible for ensuring that their activities align with the organisation's risk management framework. First line "Accountable Executives" are accountable for the risks within their business.
• Ownership: Primary owners of risks, obligations, issues, and incidents that arise within their operations.
• Resolution: Responsible for taking action to mitigate risks, address issues, and resolve incidents.

Position Accountabilities

• Provide technical support to the Genesys Cloud platform, ensuring its optimal functionality and performance.
• Support both inbound and outbound interactions to enhance customer engagement and consultant interactions.
• Identify and implement improvements to unified communication offerings, in line with data received from customer and process analysis.
• Keep comprehensive records of system configurations ensuring adherence to company policies and industry standards.
• Follow Unified Communications continual improvement governance to ensure seamless deliveries, risk management and user adoption.
• Contribute to the development of test plans and conduct functionality and regression testing prior to solution deployment.
• Continuously monitor automation; checking for issues and implementing any required updates following internal change process framework.
• Adhere to continuous improvement practices to identify and implement improvements.
• Identify and report potential risks or inadequate controls related to compliance or operational risks
• Stay up to date of any new Genesys features or enhancements, champion the benefits that could be realised across the business
• Ability to work within a dev to prod environment with awareness of change and risk ratings
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training
• Additional tasks as reasonably required.

What Experience You’ll Bring

Essential skills include:

• Previous involvement in contact centre environments and a thorough understanding of contact centre concepts, providing valuable context for optimising Genesys Cloud functionalities.
• A comprehensive understanding of both inbound and outbound ACD concepts.
• Genesys Cloud Certifications (e.g., Genesys Cloud Certified Professional - GCX-GCP / GCX-GCD or similar
• Strong communication and presentation skills; ability to communicate across a wide range of business stakeholders.
• High level of computer literacy with the ability to learn new software applications.
• Adaptability, including the ability to handle highly complex and/or ambiguous projects.
• A high level of attention to detail and accuracy.
• Strong problem solving and analytical skills.
• Effective working as part of a small team and autonomously.
• Excellent communication, strong organisational skills, and the ability to foster collaboration across geographically dispersed team members and stakeholders.
• Effective working as part of a small team and autonomously.

Desirable Experience Include

• Previous experience as a Business Analyst or Process Analyst.
• Experience within Auto & General frontline teams would be highly regarded.
• Demonstrated understanding of the Avaya and Verint platforms.
• Experience collaborating closely with external stakeholders
• Proficiency with Genesys Cloud APIs is held in high regard as it aligns with our ongoing strategy to optimise integrations within the Genesys Cloud framework.
• Experience with Voice over IP (VoIP), IP telephony and PBX systems
• Strong understanding of APIs, web services, and cloud technologies
• Experience and exposure to Infrastructure as a code platforms
• Experience and exposure to developer platforms such as GitHub/GitLab

Benefits

• Location – North Lakes: This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. This is an on-site role.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About Us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today. Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

Note: A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.