About This Role
Contact Centre Administrator role available
Fixed term until 30 June 2025 – Full time opportunity
VP5 salary: $109,730 to $132,764 plus superannuation
The Department of Justice and Community Safety (the department) is seeking a Contact Centre Administrator to provide a critical role within Corporate Services and Infrastructure.
About The Business Unit
The Department of Justice and Community Safety delivers a justice and community safety system that works to build a safer, fairer, and stronger Victoria. Technology Solutions is delivering the Data and Digital Reform Agenda, focusing on meeting the department's data and digital needs by providing responsive and sustainable services supporting departmental outcomes.
About The Role
The primary purpose of the Contact Centre Administrator is to provide professional service, expertise, advice, and support of the department's contact centre environments. The role will support the department's Genesys Cloud contact centre environment, including integrations with Salesforce, and ensure the contact centre technology is performing, delivering, and operating to the satisfaction of key stakeholders. In addition, the role will provide user support including account administration, inventory, and support process maintenance, actively supporting the effective delivery of day-to-day operations of contact centres.
Some Of Your Duties Will Include
Designing, documenting, and implementing solutions and providing professional service to support the department's contact centre operations.
Completing regular system audits, maintaining accurate records of the contact centre environment including system configurations and integrations.
Investigating and resolving complex platform issues, serving as the escalation point for critical incidents, proactively addressing performance issues to ensure high availability and reliability.
About You
To be successful in this role, you will have:
Demonstrated experience in providing support for cloud contact centre environments including defining business requirements and call flow mapping, ensuring seamless integration with Genesys Cloud and the Salesforce CRM platform.
Demonstrated experience in providing support for cloud contact centre environments including the implementation of upgrades and enhancements.
Strong stakeholder management skills to build and maintain effective relationships.
Qualifications
Qualifications or equivalent experience in Telecommunications and Genesys Cloud is highly desirable.
Demonstrated experience with the implementation of Genesys Cloud integrated with Salesforce CRM.
Genesys Cloud, UCB/Enghouse, and MS Teams calling experience highly desirable.
How To Apply
Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt, or .rtf formats.
The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.
If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.
For Internal VPS Employees
For this particular vacancy, priority consideration applies to Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform.
For all VPS employees, due to the new Jobs Skills Exchange (JSE) policy, please apply through the JSE to be eligible to be considered for this position in the first round.
Important Information
CHILD SAFE STATEMENT OF COMMITMENT:
The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse, and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe, and child-friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.
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