Technical Specialist, Contact Centre Core

Westpac Group has a rich heritage and offers employees a multitude of opportunities. We aim to attract the best people inside and outside of the business - building an organisation where the best talent thrives. The Westpac Group has been proudly advancing Australia for two centuries. Our success is built upon both our heritage and our ability to evolve. Our vision is to be one of the world's great service companies, helping our customers, communities, and people to prosper and grow.
In GroupTech we're striving to be game-changing technologists, shaping the future of banking.
We understand the big picture and focus on things that will move the dial for the Westpac Group.
The Westpac Group has a complex Information Technology environment that needs to deliver to the rapidly changing needs of our customers and employees, the ever-evolving IT landscape, and the Group's regulatory and statutory requirements.

**How will I Help?**

The main responsibilities of the role are:

- Assist in continuous improvement practices and outcomes to improve and evolve service offerings
- Assist in self-service, automation and shift left initiatives
- Provide specialised support and technical assistance and monitor issue resolution to ensure issues are resolved within a timely manner
- Undertake problem determination and root cause analysis to ensure permanent corrective actions are implemented appropriately
- Provide rapid response support during high impact incidents
- Support timely resolution of high impact incidents (P1/P2) and manage engagements with L1/L2 service providers, vendors, and key business stakeholders.
- Maintain high quality service architecture and service design documentation

**What’s in it for me?**
You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is helping Australians succeed. So we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure.

**What do I need?**
To be successful in this role you may have the following skills, experience, education and/or expertise:

- Experience in a complex IT infrastructure environment incorporating planning, implementation, operational management, configuration and maintenance
- Sound understanding of one or more technology domains such as cloud, security, networks, and infrastructure platforms
- Proven experience in shift left and automation initiatives, with exposure to workflow / DevOps automation practices and toolsets
- Be a Self-starter with initiative, drive to learn, and an ownership mindset
- Understanding of enterprise Contact Centre technologies including Cloud and SIP based contact centre platforms, SIP carriage & routing, IVR, Speech Recognition/NLU, CTI & Desktop Integration, Workforce Optimisation suites is ideal, but not essential
- Analysis, problem solving and troubleshooting skills
- Ability to effectively communicate with stakeholders and understand business and customer centric outcomes
- A sound understanding of a financial services operating environment
- Excellent verbal and written communication skills

Any Tertiary qualifications in IT or related disciplines, or exposure to ITIL would be advantageous.

**What is it like to work there?**

We aim to provide one big, supportive team of people who love helping others succeed. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.

Start here. Just click on the **APPLY **button.
- Our people are our highest priority, and we are committed to placing our redeployees in available roles before we review other applicants._