Cloud Telephony Analyst

4 weeks ago

Melbourne, Australia AGL Full time

Join the change. Together, we’ll make history.

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the role

An exciting opportunity has become available Telephony Operations team. As a Cloud Telephony Analyst, you will be responsible for operational excellence by creating, delivering, and analysing contact capability solutions that cover Inbound calls, Dialler, SMS, Webchat/messaging, CRM and IVR automated calls.

You will support the telephony operations team in resolving issues, collaborating with key internal stakeholders, and contributing to future strategies to prevent Incidents. You will also play a key role in developing business cases, innovating new initiatives, building business intelligence, and identifying improvement opportunities. The Cloud Telephony Analyst will be responsible for managing Day-to-day operations of Call centre Telephony needs, Monitoring and supporting project ideation to execution.

About you’ll be doing:

  • Review and monitor established processes for Customer operations, recommend required changes, establish governance cycle, and assist with ongoing Telephony changes as required by translating business requirements into technical requirements.

  • Conduct detailed analysis of current Telephony Platform including IVR call flow, assist Resource Planning Team to develop business cases. Working closely with Telephony Operations Manager and other key stakeholders to actively identify, implement, and enhance our telephony operations across onshore and offshore sites.

  • Working closely with Internal Stakeholders with any requests to change call flow, understand the requirements and engaging with Vendor to deliver those within the timelines.

  • Provide ongoing support/troubleshooting and act as a senior technical resource for escalations & maintain accurate records and ensure documentation is up to date.

What you’ll bring:

  • Knowledge and experience in implementing and supporting VOIP and UC solutions such as Avaya/ Genesys /CISCO / Mitel etc.

  • Excellent troubleshooting experience with the ability to handle and resolve Voice and UC related issues.

  • Internal stakeholder management skills including influencing, negotiating and the ability to effectively.

  • Organizational and self-management skills including the ability to deal with ambiguity, quickly adjust, accommodate emerging priorities, and work quality in a fast pace and changing environment.

If you are interested in this role, please apply by the 31st of May

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers

AGL is a Circle Back Initiative employer - we commit to respond to every applicant.

Job Family Group:

Business and Organization Analysis Management

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