The Datacom Customer Experience Platform (CXP) business unit provides quality ‘end to end’ contact centre technology solutions delivered as a managed service, with a strong focus on the Genesys platform. We consult, establish, and maintain our Client contact centre technologies allowing them to deliver on their customer priorities.
PLEASE NOTE: We will require full NZ working rights.
About this role
Support Datacom’s Contact Centre operations in Australia, Asia and New Zealand, which service both internal and external customers. You will provide reactive support during business hours as well extended on call cover (by prior arrangement). You will be required to attain a comprehensive understanding of the solution and support the operations teams and service providers with continuous improvement.
This role is about people, outcomes and how technology can bring about value. Our team is made up of a tightly aligned, culturally diverse, autonomous professionals who pride themselves in being good team players. We work from different geographies with a mix of office and remote locations, give of our best time and talents to our team and customers
This opportunity is targeted at Service Desk Analysts, Senior SDAs, and contact centre CSRs with some technical aptitude. A perfect chance to spread your wings and get your foot in the door with a specialist team. No prior experience managing Genesys is required!
What you’ll do
- Meet service level targets by proactively monitoring and resolving incident and service requests in relation to the Genesys platform.
- Engage stakeholders through clear, timely, regular and accurate communication.
- Complete Incident reporting within stipulated time frames.
- Actively monitor and analyse system performance, identify problem areas and solve issues in a proactive manner, involving other responsible parties as required.
- Identify opportunities for process, service and technology improvements and participate in the roll out of these innovations to all users
What you’ll bring
- Experience in service desk ticket management, handling requests and incidents via ITSM platforms such as Cherwell and Service Now
- Experience with Genesys Cloud, PureConnect, or Engage as a user
- Working knowledge of the ITIL framework
- University degree in Computer Science or equivalent in would be well regarded.
- Ability to work autonomously, take ownership of issues and see them through to resolution
- High standard of both written and verbal communication with keen attention to detail
To apply for this role, please submit your application by clicking apply below!
New Zealand
