Contact Centre Administrator

3 months ago

Melbourne, Australia Department of Justice and Community Safety Full time

Location: Melbourne | CBD

Job type: Full time / 30/06/2025

Organisation: Department of Justice and Community Safety

**Salary**: $109,730 - $132,764

Occupation: IT and Telecommunications

Reference: VG/1817988SEP2024

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?
- ** Contact Centre Administrator role available**:

- **Fixed term until 30 June 2025 - Full time opportunity**:

- **VP5 salary: $109,730 to $132,764 plus superannuation**

The Department of Justice and Community Safety (the department) is seeking a Contact Centre Administratorto provide a critical role within Corporate Services and Infrastructure.

**About the Business Unit**

The Department of Justice and Community Safety (the department) delivers a justice and community safety system that works to build a safer, fairer and stronger Victoria.

Technology Solutions is delivering the Data and Digital Reform Agenda, which focuses on meeting the department's data and digital needs by providing responsive and sustainable services focused on supporting departmental outcomes.

**About the Role**

The primary purpose of the Contact Centre Administrator is to provide professional service, expertise, advice and support of the departments contact centre environments. The role will support the departments Genesys Cloud contact centre environment including integrations with Salesforce and ensure the contact centre technology is performing, delivering and operating to the satisfaction of key stakeholders. In addition, the role will provide user support including account administration, inventory and support process maintenance actively support the effective delivery of day-to-day operations of contact centres.

Some of your duties will include:

- Designing, documenting, and implementing solutions and provide professional service to support the departments contact centre operations.
- Completing regular system audits, maintaining accurate records of the contact centre environment including system configurations and integrations.
- Investigating and resolving complex platform issues, serving as the escalation point for critical incidents, proactively address performance issues to ensure high availability and reliability.

**About You**

To be successful in this role, you will have:

- Demonstrated experience in providing support for cloud contact centre environments including defining business requirements and call flow mapping, ensuring seamless integration with Genesys Cloud and the Salesforce CRM platform.
- Demonstrated experience in providing support for cloud contact centre environments including implementation of upgrades and enhancements.
- Strong stakeholder management skills to build and maintain effective relationships.

To learn more about this role before applying, please read the attached position description.

**Qualifications**
- Qualifications or equivalent experience in Telecommunications and Genesys Cloud is highly desirable
- Demonstrated experience with implementation of Genesys Cloud integrated with Salesforce CRM
- Genesys Cloud, UCB/Enghouse and MS Teams calling experience highly desirable.

**How to Apply**

**_ FOR INTERNAL VPS EMPLOYEES:_**

**IMPORTANT INFORMATION**:
**CHILD SAFE STATEMENT OF COMMITMENT**:
The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.

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