Strategic Contact Centre Technologist

6 days ago

Sydney, New South Wales, Australia beBeeTechnology Full time $120,000 - $150,000
Job Overview

The role of Technology Solutions Owner involves leading the evolution of cloud-based contact centre platforms. The successful candidate will be responsible for:

  • Developing and implementing effective usage of contact centre AI solutions (Coaching AI, Knowledge AI, Training AI, Digital Learning ALBA, KMS Shelf, Microsoft Dynamics 365)
  • Managing Contact Centre tools and driving adoption across the contact centre
  • Evaluating and implementing new technologies with global teams
  • Monitoring KPIs and optimising platform performance using insights

This position requires:

  • 5+ years in CCaaS product ownership or contact centre tech leadership, Genesys Cloud Solution is essential
  • Strong knowledge of contact centre operations, CRM integration, and omnichannel CX
  • Proven experience with AI automation, conversational IVR, speech analytics, and real-time insights
  • Excellent communication, problem-solving, and stakeholder engagement skills
About This Role

In this strategic position, you will have the opportunity to contribute to the development and improvement of our cloud-based contact centre platforms.

We are looking for an experienced professional who can lead the evolution of our contact centre technology. If you have a strong background in contact centre operations, AI automation, and software delivery, we encourage you to apply.

Key Responsibilities
  • Leading the CCaaS product roadmap, with a focus on Genesys Cloud, Microsoft Dynamics, and AI-powered solutions
  • Identifying and delivering enhancements in AI, self-service, and analytics
  • Translating business needs into scalable platform features
  • Overseeing effective usage of contact centre AI solutions
  • Managing Contact Centre tools and driving adoption across the contact centre
  • Evaluating and implementing new technologies with global teams
  • Monitoring KPIs and optimising platform performance using insights
Requirements
  • 5+ years in CCaaS product ownership or contact centre tech leadership, Genesys Cloud Solution is essential
  • Strong knowledge of contact centre operations, CRM integration, and omnichannel CX
  • Proven experience with AI automation, conversational IVR, speech analytics, and real-time insights
  • Excellent communication, problem-solving, and stakeholder engagement skills

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