Customer Contact Systems Officer

2 weeks ago


Melbourne, Australia City of Melbourne Full time

**Full time, Permanent opportunity**:

- **$97,080 plus 11% Superannuation**

**We are the City of Melbourne, a City of possibility and place to be bold and inspirational.**

We are rapidly transforming to meet the evolving challenges faced by a global city. With a vision of being a leading organisation for a leading capital city, our mission is to create positive impact for our community. Each day, we work with passion and purpose so that together we achieve incredible things.

Together we Make the Difference

**How this position will Make the Difference to City of Melbourne**

The Customer Contact Systems Officer is responsible for ensuring City of Melbourne’s Customer Engagement Platform (CEP, Genesys Cloud) is configured, maintained and uplifted through continuous review and enhancement to support leading service delivery to customers and staff efficiency and engagement. The platform provides multiple service channels and touchpoints to customers through various teams within the organisation. This role will also develop and leverage understanding of the Customer Relationship Management System as a key point of integration with the Customer Engagement Platform and provide insights and advice and informal training to teams.

**You can bring(Selection criteria)**
- 2+ years’ experience in customer service environments (eg. contact centres) designing and configuring leading customer contact systems to deliver best value to customers on any channel of contact - experience in Genesys Cloud platform is highly desirable
- Intermediate business process analysis, documentation and improvement experience
- Demonstrated experience in recommending and implementing improvements in customer service and customer experience systems and processes to solve customer problems and optimise efficiencies.
- Demonstrated experience configuring and improving performance of non-human service touchpoints - including voice and chat bots highly regarded

By joining us, you will become part of a remarkable team who work in a constructive and inclusive culture to shape the future of this city. Together, we champion difference, celebrate achievement and recognise positive impact.

To view the physical requirements of this position, please see below under Position Information.

**How to apply**

**Applications will only be accepted through the City of Melbourne career portal**
- attach a cover letter, responding to the selection criteria (no more than two pages)
- attach your resume

Please address your covering letter to **Gavin Josef, Manager Customer Contact Operations**

**Applications will be accepted up until**
**11:45pm Sunday 26 November, 2023



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