At the Department of Justice and Community Safety, we're looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.
We embrace diversity and strive to have a workforce that reflects the community we serve. We're all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our department, we'd love to hear from you.
The department is committed to the safety and wellbeing of children and recognises that children's rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.
For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers .
Department: Department of Justice and Community Safety
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.
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 support the effective delivery of day-to-day operations of contact centres.
Some of your duties will include:
Designing, documenting, and implementing solutions and provide 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 address 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 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 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.
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.
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