Customer Service Solutions Specialist

$131,740 plus 11.5% Super
- Based in Balcatta with free parking
- Fixed term until April 2027

**About the role**

Based in our Balcatta office, we are seeking a motivated, influential and knowledgeable Customer Service Solutions Specialist until April 2027.

In this role you'll be responsible to develop and lead the post implementation delivery roadmap for the Genesys, Verint WFM and Verint WEM solutions, ensuring that it is fully aligned with the strategic objectives and operational needs of the Customer Service Business Unit. This includes coordinating with key stakeholders, setting clear milestones, and overseeing the integration of these technologies to enhance service delivery, customer experience, and overall performance.

This is a unique role. Whilst we're looking for someone who understands cloud CX technologies, we'd also love to hear from people who understand technology as an enabler to drive customer and employee experience uplift, while driving operational efficiency to ensure investment returns are realised.

**Who are we?**

When you join Water Corporation, you play an important role for the people of WA. Our services are essential for life - every day, millions of Western Australians rely on us to deliver and manage water across our state.

If you're driven to make a meaningful contribution, you've come to the right place.

**Real benefits that matter**
- Two well-being days each year to do whatever you need to do to feel good
- Generous co-contribution superannuation up to 15.5%
- Access to long service leave pro rata after 3 years of service
- Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave

Discover more benefits we offer to support the unique and individual ways our employees live.

**What you can expect with this role**
- Ensuring that the Genesys and Verint roadmap activities are integrated and aligned with the Corporation and Customer Service strategic goals.
- Ensure that the delivery of Genesys and Verint solutions aligns with strategy & business plan timelines and meets quality standards.
- Develop and design a comprehensive roadmap for the Genesys and Verint platform implementations, ensuring alignment with the corporation's Thrive 2035 and Customer Service strategy and business goals.
- Work closely with the Customer Service lead team, IT teams, and external vendors to gather requirements, identify opportunities, and ensure the roadmap meets current and future needs of the business.
- Lead and develop relationships with key internal stakeholders to facilitate good business and customer outcomes and ensure appropriate collaboration in projects or business initiatives.
- Collaborate with cross-functional teams to understand and influence outcomes that drive projects and business objectives.

**Your skills and experience**
- Certification in Genesys & Verint Solutions and/or other relevant technologies.
- Substantial Experience in developing and implementing a Contact Centre as a Service (CCaaS) solution and/or other cloud-based software.
- Relevant experience managing transformational projects.
- Considerable experience in managing and coordinating stakeholder engagement initiatives to deploy software solutions.
- Considerable experience in identifying, analysing, and reporting on data relative to software solutions.
- Excellent communication, negotiation, and relationship management skills.

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.

**Applications close Friday 31**st** January 2025**

As part of the recruitment process you will be required to complete Pre-Employment screening which may include a medical, qualification check police clearance and Australian working rights check.

**_
We reserve the right to withdraw this ad prior to the closing date._**

**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.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

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