Telephony Administrator

14 hours ago

Melbourne, Australia Australian Unity Full time

**Our opportunity**

As a Telephony Analyst, you are responsible for providing hands on support for telephony across multiple contact centres, outbound dialler administration and system optimisation across the Australian Unity Retail platform.

The role has a collaborative approach with the enterprise Telephony team within Customer Digital & Technology (CD&T) acting as a 2nd level support to the team.

**What you will do**
- Maintain up to date telephony and outbound dialler systems for Retail Platform
- Manage end to end MACS (Moves, Adds, Changes) for Retail, including IVR call flow changes, announcement updates, and schedule adjustments
- Support the Retail contact centers and Resource Management for telephony and dialler reporting requirements
- Ensure all telephony documentation is maintained and up to date including call flows, Retail master files in SharePoint, voice and script files
- Actively work with all stakeholders at all levels to understand their requirements, strategies and visions supported by the Telephony Analyst role
- Ability to communicate effectively with internal customers at multiple levels, from front line consultants to Executive Managers/ General Manag

**About you**
- Experience with Genesys Cloud Telephony and Outbound Dialler highly desirable
- Previous experience as a Telephony Administrator
- Understanding of contact centre environments
- Experience working in MS Products including Outlook, Word, Excel, SharePoint, and Power Point
- MS Visio - desirable
- Strong analytical and problem solver skills
- Effective verbal and written communication skills

**Our Benefits**

You will enjoy a range of great employee benefits and rewards including:

- Competitive Remuneration and variable bonus
- A range of attractive product and service discounts from Australian Unity’s Retail and Wealth Management portfolio - including health insurance and banking products
- Flexible Working Arrangements including Work-From-Home days with a real work-life balance
- Available access to LinkedIn Learning courses through our great Learning platform
- Additional paid Wellbeing and Volunteer leave days yearly

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