Business Platform Manager

3 days ago

Brisbane, Queensland, Australia beBeeConfiguration Full time $126,190 - $157,168
Job Title:

The role of the Business Configuration Lead involves governing and executing change requests for the Genesys Cloud telephony platform.

About the Role

This position provides guidance and advice to stakeholders on telephony platform changes, as well as configuring and maintaining telephony, dialler, digital and call analytics modules. The successful candidate will ensure exceptional customer experience through the contact centre and digital channels by providing key insights into customer behaviour.

Key Responsibilities
  1. Building and maintaining call routing and call flows
  2. Configuring existing and new queues/skills/skill groups, managing queue schedules, changing queue configuration including queue hours, in-queue treatment, and queue prompts for the IVR
  3. Provisioning and managing users, roles, and permissions in Genesys Cloud
  4. Digital Channel Configuration: Setting up and configuring queues for digital channels like web chat, messaging, and social media
  5. Configuring alert notifications for system issues or key metrics (e.g., queue wait times)
  6. Conducting User acceptance Testing and validating configurations in pre-production environments
  7. Incident and Change Management using ITSM tools (e.g., ServiceNow, JIRA) for incident tracking and change requests
  8. Recording and deploying new IVR prompts using text to speech engine
  9. Manage configuration of Speech to Text call analytics and provide insights and analysis of customer behaviour
  10. Managing outbound dialler campaign configuration
What You Will Bring
  • Cloud Contact Centre Solutions: Hands-on experience with SaaS-based contact centre platforms, preferably Genesys Cloud
  • Security and Compliance: Familiarity with data security, privacy regulations, and compliance requirements in contact centre environments
  • Voice and Telephony Systems: Understanding of SIP trunking, number porting, and VoIP telephony concepts
  • Change Impact Analysis: Assessing the impact of configuration changes on end-user experience and operational performance
  • Demonstrated experience in developing relationships and strong influencing skills across senior internal and external stakeholders
  • Ability to manage multiple deliverables, changing requirements and timelines
Why Join Us

We are a financial institution that prioritizes our team members' wellbeing and offers a range of benefits and support resources to create a healthy work-life balance. We also provide tools that enable remote work to support flexible work arrangements whenever possible.

Our organisation offers a world of exceptional growth opportunities, across various divisions within the ANZ Group which operates in almost 30 markets across the globe.

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