Voice and Data Specialist

2 weeks ago

Melbourne, Australia Lightspeed Commerce Full time

**Hi there Thanks for stopping by**:
Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place

**What you'll be doing**:

- Collaborate with product managers/owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
- Work with technical teams and business leaders to design, develop, and maintain IVRs, call flows & reports.
- Assist in implementation of Outbound dialing / SMS campaigns, Workforce Management, Omni-Channel routing, Speech & Customer Journey Analytics, and Advanced Reporting.
- Manage phone numbers (DIDs) and maintain carrier relations while being mindful of telecom regulations.
- Support and maintain high-security environments (PCI, GDPR, etc.)
- Support and maintain existing Telephony and Contact Center solutions, and demonstrate complex problem-solving skills with a sense of urgency when dealing with ticket resolution.
- Provide technical guidance, plan and execute migration from acquired platforms to Lightspeed's Telephony & Contact Center platforms.
- Support the evaluation and implementation of new enterprise technologies as Lightspeed scales.
- Provide day-to-day support to Lightspeed employees; address technical questions, troubleshoot issues with vendors, and provide coaching on Lightspeed's IT systems.

**What you need to bring**:

- Extensive hands-on experience in information technology, ITIL/ITSM, and/or technical operations, preferably at a high growth start-up
- Thorough experience with Cloud enablement of contact centre solutions
- Experience architecting and designing complex queuing/routing, call flows, conversational flows for a complete customer journey
- Experience in implementing capabilities including but not limited to: softphone, analytics, call recording, workforce management

We know that people are more than what's on their CV. If you're unsure that you have the right profile for the role... hit the 'Apply' button and give it a try

**What's in it for you?**:
Come live the Lightspeed experience...
- Ability to do your job in a truly flexible environment;
- Genuine career opportunities in a company that's creating new jobs everyday;
- Work in a team big enough for growth but lean enough to make a real impact.

and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:

- Lightspeed share scheme (we are all owners)
- Unlimited paid time off policy
- Flexible working policy
- Work remotely from anywhere in the world for up to 60 days per year
- Health and wellness benefit of $500 per year
- Mental health online platform and counselling & coaching services
- Paid leave and assistance for new parents
- LinkedIn Learning license
- Volunteer day
- Dog-friendly environment
- Free fresh fruits, snacks and drinks
- Awesome office space located in Southbank, VIC
- Please note that we ask applicants to disclose any criminal convictions, and we conduct criminal record checks as part of our hiring process for this role._**Where to from here?**
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you're proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal's gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

**Who we are**:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
- Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

Lightspeed handles your information in accordance with our Applicant Privacy Statement.

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