Contact Centre Technology Manager

2 days ago

Melbourne City Centre, Australia Probe CX Full time

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About The Role

The role will work closely with IT Solution Architect and Engineers for solutions as well. You will be accountable for managing and mentoring teams that are collectively responsible for the design and management of the Contact Center Technology platforms at ProbeCX that includes Enterprise Business Intelligence, Telephony Engineering, Platform Engineering and Software Development with light Internal RPA automation solutions.

While managing the contact center technology group,you will continually work towards achieving the IT Technology collective goals and objectives defined by the CTO.

Key Details:
- Australian Citizen or Permanent Resident

Key Skills and Experience:
- Substantial experience within a similar role.- Previous experience working in a Contact Center or a CX environment- Experience working directly with Clients and Vendors- Strong software development experience using MSBI stack, detailed knowledge of ETL solution design and reporting.- Extensive experience in working with MS Power BI to create and maintain insightful and story-telling dashboards.- Expert understanding of T-SQL, relational database architectures and data modeling using Kimball and/or DataVault 2.0.- Comprehensive experience in data integration, migration, management and implementing data quality improvement processes.- Experience with Cloud (Azure and AWS) and on premise environments.- Knowledge of Salesforce CRM / Genesys Cloud / WFM systems desirable

We are a team who lives Probe’s NEXT (Nimble, Engage, Xtra, Transparent) values. We thrive on solving the tricky stuff and we love to challenge the way things have always been done.

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