Contact Centre Process Designer Genesys – Melbourne, Victoria, Australia

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises.
Please visit our website for more information about what we do at

www.axiomtechnologies.com .We are looking for a capable resource to coordinate ranging from simple activities to more complex plans.
This role will provide onsite/on-call assistance to end-users within the organization's desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.Responsibilities

Identify business processes impacted and define the work required

to be part of scoping and requirements gathering.Identify process improvement opportunities

(contact center management processes, handling time reduction), design and optimize any process improvement, and/or support the delivery of tactical opportunities identified.Design and optimize workflows for task distribution , ensuring efficient routing of interactions across channels (voice, chat, email, etc.)
to the right resources at the right time, regardless of media type, system, or location.
Consider factors like agent availability, skill-based routing, priority handling, and SLA adherence.Collaborate with stakeholders (including business analysts, developers, and system architects) to

understand pain points, business requirements, and technical constraints .Work with the Business Analyst to ensure existing enterprise software applications (such as ERP, BPM, DCM, and Salesforce) capture tasks, and ensure Business Rules and Prioritization rules are applied to classify, prioritize, and reprioritize tasks based on business context (e.g., associated business process, product requested, customer value).Enhance and

document customer journeys

by orchestrating interactions across touchpoints.Implement proactive notifications (e.g., appointment reminders, and order updates) using outbound communication strategies.Support with the change implementation to the business.Conduct thorough testing of applications to validate call flows, error handling, and integration points.Debug issues related to call routing, data transformation, and application behavior.Collaborate with Workforce Optimization teams and end-users to identify and resolve issues.Document processes and workflows.Train contact center agents and administrators on using the applications effectively.Provide ongoing support and updates as needed.Minimum Requirements

2+ years of relevant experience in a similar role.What Next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to

****** .

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