Manager, Digital Workplace Voice Systems

5 months ago

Docklands, Australia Link Group Full time

**Overview**
- Reporting to the Head of Infrastructure (AU), the Manager Voice Systems provides Management oversight and Operational Support for Link Group Voice Systems and associated platforms (such as Genesys, MS Teams, Interaction Recording, Click to Chat, Outbound Dialler, CCP Softphone, etc.). The role is focused on Australian and Indian based systems and people.-
- The role involves ongoing stakeholder engagement, understanding customer needs and encouraging greater use of platform capabilities to add value and align to Link Group strategy.- The Manager Voice Systems will also be responsible for the delivery of small to medium sized projects and BAU initiatives, including upgrades and enhancements.**Key Accountabilities and main responsibilities**
- Provide management oversight and support to the Voice Systems Team in Australia and India
- Providing tailored training support for the team in India
- Provide governance oversight of third party suppliers and vendors
- Provide Operational support for Voice Platforms used by Link Group Contact Centres and other lines of business
- Delivery of small to medium sized projects and BAU initiatives
- Manage the risk position of voice systems located in Australia
- Analyse and document internal system and processes, including Knowledge Articles, IVR maps, support documentation and ad-hoc stakeholder material.
- Driving improvement in the way Link Group operates by driving innovation and implementing best practice in Voice Systems.
- Ongoing management of Incidents & requests, resolving issues effectively and efficiently to minimise impact on the business, maintain service continuity and prevent rework.
- Support Disaster Recovery, Business Continuity, Crisis Management & Audits.
- Strategic Focus- Align to the Link Group strategy and ensure all tasks are performed withing agreed processes and strategic intent.
- Work closely with technology and business stakeholders to ensure system solutions are aligned with Link Group strategy
- Operational Management- Provide specialist day to day Operational support for Link Group Voice Systems & the Voice Group Systems Team
- Provide Operational support to the various business units across the Link Group and any subsidiary as required.
- Support Link Group Voice solutions to meet business requirements.
- Provide Voice Systems & processes consultation & design input.
- Ensure all relevant documentation (including system information) is up to date.
- Provide specialist technical support to assist in the resolution of Voice System related incidents.
- Provide a technical escalation point for 1st & 2nd level support as well as 3rd parties in the
- ongoing support and management of Voice Systems.
- Participate in the delivery of technical solutions for other Voice System projects as required.
- Provide Lead technical support for escalated Severity 1 and 2 issues as required.
- Provide Lead technical support services to other project teams as required.
- Ensure audit and compliance protocols are reviewed and complied with.
- Provide technical input into Crisis/Incident Management as required.
- Any service requests or incidents must be responded to within SLA and resolved as soon as possible.
- People Leadership- Whilst the role does not have any direct people leadership, it is an expected that Manager Voice Systems provide leadership, coaching and expertise to stakeholders. The Manager Voice Systems role is the ‘go to’ for consultation and provides guidance to both onshore and offshore teams.
- Governance & Risk- Ensure all work adheres to appropriate change management, audit and compliance protocols.
- Provide input into the DRP, BCP and annual audit process
- Ensure procedural and architecture documentation is maintained and updated accordingly.
- Formal Training and certification is required as agreed with the IT Manager to address any documented skill-gap areas.
- Active participation in Risk Management processes and Incident/Problem Management.

**Experience & Personal Attributes**
- Minimum of 3 years Operational Contact Centre experience.
- Skilled in complex stakeholder management.
- Ability to work autonomously, with critical decision-making capability.
- High levels of resiliency and ability to work under pressure.
- Excellent communication skills including written and verbal communication.
- High degree of technical aptitude and genuine interest in Customer Experience Journeys.
- Experience running small to medium sized projects or initiatives from inception through to delivery.
- Demonstrated ability to set goals and deliver business outcomes.
- Previous experience working with Contact Centre technology solutions.
- Strong understanding of the Link Group business, including Contact Centre Operations & experience in a fast-paced customer service/call centre environment.
- Proficiency in MS Office, D365, MS SQL will be highly regarded.
- Good working knowledge of MS Teams, Genesys, ServiceNow, MS Dynamics and assoc

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