Customer Experience Orchestration Support Analyst

18 hours ago

Balcatta, Australia Water Corporation Full time

$98,581 plus 11.5% Super
- Based in Balcatta
- Permanent position

**About the role**

Within Customer Service at Water Corporation, we’re on an exciting transformation journey, and part of this is replacing our entire telephony and WEM stack and will soon be going live with new Genesys and Verint cloud platforms.

Based in our Balcatta office, we have a permanent opportunity for a Customer Experience Orchestration Support Analyst. Utilising the Genesys and Verint platforms, you will design, implement, and optimise customer experience strategies to align our technology to strategy.

**What the role will involve**
- Managing the day-to-day configuration of the Genesys and Verint platforms across all Customer Service channels
- Implementing best practice solutions for interaction routing, IVR and self-service solutions, to improve customer journeys and agent workflows
- Implement new features to support omni-channel operations and configuration of AI models used in the Genesys and Verint platforms
- Supporting implementation of change management initiatives through collaboration, communication and relationship management
- Natural interest in contact centre technologies, curiosity in the right uses of AI to enhance business and customer outcomes and ability to challenge how things are done

**About you**

You’ll be experienced in supporting Contact Centre technologies with experience in Genesys or Verint platforms is desired, but experience across other vendors and products is welcomed. You will be able to translate business problems into technical solutions and support the business unit in change management activities.
- Considerable experience in supporting Contact Centre technologies (Genesys or Verint preferred)
- Relevant experience in the use and support of cloud-based Workforce Management (WFM) and Workforce Enablement Management (WEM) solutions (Genesys or Verint preferred)
- Certification in Genesys and/or Verint platforms (or other relevant product certifications)
- Considerable experience in understanding, interpreting and analysing data
- Demonstrated high level of customer orientation and stakeholder engagement

If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your skills and experience as well as your ability to meet the requirements of the role. As part of the recruitment process you may be required to complete pre-employment screening which may include a medical, qualification check, police clearance and Australian working rights check.

**Applications close Wednesday 27th November 2024**

**Our commitment to a diverse and inclusive workplace**:
Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

To read our diversity and inclusion statement, please visit our website

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