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Software Engineer

2 months ago

Kogarah, Australia Westpac Full time
About the Role

We are seeking a highly skilled Software Engineer to join our Contact Centre Platforms team at Westpac. As a key member of our team, you will be responsible for supporting the development and maintenance of our contact centre platforms, including Verint and Avaya.

Key Responsibilities
  • Platform Administration: Set up and manage processes for integrating new resources into Verint and Avaya platforms, including account creation, configuration, and user training.
  • Technical Support: Provide advanced technical support to Level 3 teams during project design and planning phases, ensuring accurate implementation and smooth execution of complex projects.
  • Incident and Problem Management: Manage and resolve IT incidents, address underlying problems, and systematically implement changes to maintain a stable and efficient IT environment.
  • Production Support: Offer critical support during the transition of services to the live production environment, ensuring smooth deployment and addressing any issues that arise during the initial launch.
  • Service Improvement: Regularly analyse and improve IT services, ensuring increased efficiency, reduced costs, and enhanced user satisfaction by adapting to changing needs and technological advancements.
What We Offer

As a Software Engineer at Westpac, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our business. We offer a competitive salary, comprehensive benefits package, and a range of opportunities for career growth and development.

Requirements
  • Proficient in Verint Recording and Analytics/WFO administration.
  • Proficient in Avaya implementation and administration.
  • Expert in Incident, Change and Problem Management.
  • Expert in Attention to detail, delivery to required project timelines, while managing competing responsibilities.
  • ITIL Experience Preferred.
  • Automation experience an advantage.
  • Ability to work in a dynamic team environment.
  • Excellent verbal and written communication skills.