Business Configuration Lead

**Job Title**: Business Configuration Lead - Suncorp Bank
**Req ID**: 92643
**Department**: SB Service Delivery
**Division**: Suncorp Bank
**Location**: Brisbane
About Us
About the Role
The Business Configuration lead’s role is to govern and execute change requests for the Genesys Cloud telephony platform. The purpose of the role is to provide guidance and advice to Suncorp Bank stakeholders on telephony platform changes, as well as configure and maintain telephony, dialler, digital and call analytics modules. This role is key in ensuring Suncorp Bank can provide exceptional customer experience through the contact centre and digital channels and provide key insights into customer behaviour.
**Role Location**: 80 Ann Street, Brisbane QLD 4000
**Role Type**: Permanent, Fulltime
What will your day look like?
**As a Business Configuration Lead, you will**:
Building and maintaining call routing and call flows
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 Suncorp Bank IVR
Provisioning and managing users, roles, and permissions in Genesys Cloud
**Digital Channel Configuration**: Setting up and configuring queues for digital channels like web chat, messaging, and social media
Configuring alert notifications for system issues or key metrics (e.g., queue wait times)
Conducting User acceptance Testing and validating configurations in pre-production environments
Incident and Change Management using ITSM tools (e.g., ServiceNow, JIRA) for incident tracking and change requests
Recording and deploying new IVR prompts using Murf.AI text to speech engine
Manage configuration of Speech to Text call analytics and provide insights and analysis of customer behaviour
Managing outbound dialler campaign configuration
Actively participate in discussions, planning forums and contribute to continuous improvement of governance frameworks
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
**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.
You're not expected to have 100% of these skills. We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us?
Suncorp Bank is a proud part of the ANZ Group and a place where you'll be doing work that really matters. That's because every role, in every team is working towards supporting the financial wellbeing of our million+ customers.
Our team members' wellbeing is a top priority and we know it's the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day. We also provide tools that enable remote work to support flexible work arrangements whenever possible.
Being part of Suncorp Bank opens a world of exceptional growth opportunities, across Suncorp Bank as well as the many divisions within the ANZ Group which operates in almost 30 markets across the globe.
Job Posting End Date
06/05/2025, 11.59pm, (Melbourne Australia)