Technical Specialist, Voice Systems

3 days ago

Docklands, Australia Link Group Full time

Overview
Reporting to the Senior Manager, Voice Systems, the Technical Specialist provides Specialist Operational Support for Link Group Voice Systems and associated platforms (such as Genesys, MS Teams, Interaction Recording, Click to Chat, Outbound Dialler, CCP Softphone, etc.).
The Technical Specialist is a subject matter expert (SME) on Voice Systems, providing guidance & advice to a wide range of stakeholders, both internal and external, including Business, Clients, Projects, Suppliers, Client Partnerships, and other Technology teams.  The knowledge and experience in the role will assist in developing strategy and design of Link Group Voice Systems.
The role involves ongoing stakeholder engagement, understanding customer needs and encouraging greater use of platform capabilities to add value and align to Link Group strategy.
The Technical Specialist will also be responsible for the delivery of small to medium sized projects and BAU initiatives, including upgrades and enhancements.

Key Accountabilities and main responsibilities

  • Provide Operational support for Voice Platforms used by Link Group Contact Centres and other lines of business.
  • Delivery of small to medium sized projects and BAU initiatives.
  • Analyse and document internal system and processes, including Knowledge Articles, IVR maps, support documentation and ad-hoc stakeholder material.
  • Driving improvement in the way Link Group operates by driving innovation and implementing best practice in Voice Systems.
  • Ongoing management of Incidents & requests, resolving issues effectively and efficiently to minimise impact on the business, maintain service continuity and prevent rework.
  • Support Disaster Recovery, Business Continuity, Crisis Management & Audits.

Strategic Focus

  • Align to the Link Group strategy and ensure all tasks are performed withing agreed processes and strategic intent.
  • Work closely with technology and business stakeholders to ensure system solutions are aligned with Link Group strategy

Operational Management

  • Provide specialist day to day Operational support for Link Group Voice Systems
  • Provide Operational support to the various business units across the Link Group and any subsidiary as required.
  • Support Link Group Voice solutions to meet business requirements.
  • Provide Voice Systems & processes consultation & design input.
  • Ensure all relevant documentation (including system information) is up to date.
  • Provide specialist technical support to assist in the resolution of Voice System related incidents.
  • Provide a technical escalation point for 1st & 2nd level support as well as 3rd parties in the ongoing support and management of Voice Systems.
  • Participate in the delivery of technical solutions for other Voice System projects as required.
  • Provide Lead technical support for escalated Severity 1 and 2 issues as required.
  • Provide Lead technical support services to other project teams as required.
  • Ensure audit and compliance protocols are reviewed and complied with.
  • Provide technical input into Crisis/Incident Management as required.
  • Any service requests or incidents must be responded to within SLA and resolved as soon as possible. 

People Leadership

  • Whilst the role does not have any direct people leadership, it is an expected that Technical Specialist provide leadership, coaching and expertise to stakeholders.  The Technical Specialist role is the ‘go to’ for consultation and provides guidance to both onshore and offshore teams.

Governance & Risk

  • Ensure all work adheres to appropriate change management, audit, and compliance protocols.
  • Provide input into the DRP, BCP and annual audit process
  • Ensure procedural and architecture documentation is maintained and updated accordingly.
  • Formal Training and certification are required as agreed with the IT Manager to address any documented skill-gap areas.
  • Active participation in Risk Management processes and Incident/Problem Management.

Experience & Personal Attributes

  • Minimum of 3 years Operational Contact Centre experience.
  • Skilled in complex stakeholder management.
  • Ability to work autonomously, with critical decision-making capability.
  • High levels of resiliency and ability to work under pressure.
  • Excellent communication skills including written and verbal communication.
  • High degree of technical aptitude and genuine interest in Customer Experience Journeys.
  • Experience running small to medium sized projects or initiatives from inception through to delivery.
  • Demonstrated ability to set goals and deliver business outcomes.
  • Previous experience working with Contact Centre technology solutions.
  • Strong understanding of the Link Group business, including Contact Centre Operations & experience in a fast-paced customer service/call centre environment.
  • Appropriate professional certifications in IT or Business will also be highly regarded.

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