Product Owner, Cloud Telephony

4 weeks ago

Melbourne, Australia Alinta Energy Full time

**High profile position working with domain leaders to improve the way we connect to our customers, in order to reduce customer effort**:

- **Experience working with Genesys Cloud (CCaas) is imperative**:

- **Permanent full-time hybrid role that can be based in Melbourne or Morwell**

**About Alinta Energy**:
**At Alinta Energy, we’re constantly striving to do better. Whether it’s lowering customers costs, providing world class local service or sustainable energy, our aim is to be better. And to keep getting better day after day. Better for our customers. Better for Australia. And better for our environment.**

We’re a leading Australian utility with an owned and contracted generation portfolio of 3,000MW, over 1 million combined electricity and gas retail customers, and around 1,000 employees across Australia and New Zealand. Supplying energy in Australia for over 20 years, today we’re a vertically integrated energy company providing generation, retail and wholesale supply of gas and electricity across Australia. We support the development of renewable energy generation and offer local customer service through support hubs in Perth, Western Australia, and Morwell in Victoria.

**Our Culture**:
It’s an exciting time to become a part of our growing team at Alinta Energy. Our people are our greatest asset and we’re committed to a culture that’s focussed on being better at providing great service externally and internally. An organisation where people truly matter. That’s better.

**About the role**:
We are looking for an experienced Product Owner to join our Customer Engagement Team on a permanent basis. Reporting to the Head of Customer Service Excellence, this crucial role will be responsible in ensuring that all product development meet customer and business needs. The position will deliver customer excellence through the reduction of customer effort via our human assisted channels and an enhanced telephony system (Genesys Cloud).

**Duties**:

- Supporting the execution of transition to cloud telephony and associated innovations once implemented.
- Working in close consultation with both the domain leaders/teams you represent and within your matrix product team to identify and define problem and opportunities statements
- Undertake detailed discovery / value attribution - progress with overseeing detailed design, delivery, and deployment of these features
- Showing a visible commitment to collaboration, excellent stakeholder management skills and clear and pro-active communication

**Skills and experience**:

- Genesys Cloud experience and knowledge
- Experience in implementing Customer Channels that utilise human involvement
- Experience in system improvements and enhancements, ensuring they are fit for purpose and run correctly
- Provide guidance and leadership to Product team members with regards to design principles and recommendations.

This is a great opportunity for an experienced Product Owner who is looking to deliver customer excellence through the reduction of customer effort in a supportive, welcoming and professional environment.

**Benefits**:

- Hybrid working arrangements for most roles, combining office-based and work from home
- Staff energy discount offer (where products are available)
- Generous employee referral bonus
- Salary Packaging options
- Paid community volunteer leave
- Access to LinkedIn learning
- Discount program for a range of products and services
- 14 weeks of fully paid parental leave
- Company paid salary continuance insurance
- Ability to purchase additional leave
- Modern offices with free snacks, drinks, and coffee

Let’s spread the positive energy together

Alinta Energy is a **2023 Circle Back Initiative employer - we commit to respond to every applicant.**

**How to apply**:
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