Technical Specialist, Telephony

Sydney CBD

• 5+ years' experience in IVR and CTI development
• Design, develop, maintain and test Genesys routing logic
• Permanent Role |Hybrid working | Grade 9/10

About the Role

The Technical Specialist is responsible for liaising with icare leaders and customer facing operational teams to determine the business requirements for telephony routing, queuing, and day to day ongoing Genesys operational support and are a point of contact for troubleshooting Genesys issues across icare. They will work with our managed service partners to ensure enhancement, builds, changes are tracked and completed in a timely fashion and to deliver key outcomes within the streams of the Genesys program, focused on, testing support & resource coordination, user provisioning coordination and Go-Live support.

Additionally, they will support project teams with implementing changes to Genesys by guiding changes from design to deployment, including concept design, proof of concepts, pilot design, scope and build and initiative development and be responsible for ensuring project governance milestones are adhered to.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• Comprehensive learning and development support aligned to icare's Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It's an exciting time at icare where no two days are the same; as a Technical Specialist you will:

• Configure Genesys components and manage the Genesys configuration environment, including user adds, moves and changes on the Genesys platform.
• Design, develop, maintain and test Genesys routing logic.
• Act as the first line of support for troubleshooting for Genesys cloud issues.
• Work with the Genesys technical support team during escalated issues.
• Review solutions proposed and developed by others to ensure they meet platform requirements for scalability and supportability.
• Analyse the business requirements relating to the Genesys contact centre platform.
• Work closely with Quality Assurance, testers and support staff to ensure solutions are delivered on time and to the required quality standards.
• Provide customer facing consultancy across the Genesys suite throughout design and delivery to ensure customer expectations are met and technical dependencies understood.
• Design solutions that add business value while ensuring future flexibility and scalability.
• Keep up to date with new releases and features that will support operational delivery and customer experience.
• Support project teams with implementing changes to Genesys, including concept design, proof of concepts, pilot design, scope and build and initiative development.
• Responsible for ensuring project governance milestones are adhered to.
• Guides Genesys product changes from design to deployment. Collaborate with release teams to launch Genesys initiatives
• Working collaboratively with projects, release teams and other specialists to achieve the best/most efficient outcome while effectively driving change within the Organisation

Skills & Experience

• Relevant degree qualifications, e.g. allied health or business
• 5+ years' experience in IVR and CTI development
• ​3+ years' experience working with projects and/or stakeholders to deliver change
• A broad range of experience in IVR and CTI development
• Experience working with stakeholders to lead change

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people's development so the people of NSW can thrive.

About the Company

Our purpose is to care for the people of New South Wales, building confidence and trust so our communities can thrive. As NSW's agency of insurance and care, in the past year we insured 338,000 businesses, covering four million workers and supporting 92,000 workers with injuries. We cared for over 1,800 people severely injured on our roads and supported more than 5,450 impacted by a dust disease. We helped 775 homeowners, insuring $20.9 billion in residential projects, and continue to protect $436 billion in NSW Government assets including iconic landmarks the Sydney Harbour Bridge and Opera House. icare continues to refine and transform how we deliver services to improve experiences for those we serve.

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.