Job no: 522621AR
Brand: Product and Technology
Work type: Full time
Location: Queensland
Categories: Information & Technology
Opportunity available in Brisbane, Sydney or Melbourne.
At Flight Centre Travel Group (FCTG) , our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something amazing – travel!
As the Genesys Platform Engineer, you'll be responsible for improving our customer journeys and agent experiences while delivering significant business value through our omni-channel contact centre as a service, with a focus on integration to our ecosystem.
You will play a critical role in ensuring seamless integration, efficient channel routing and engagement, and optimal customer and user experience. If you enjoy collaborating with cross-functional teams to design, implement, and maintain robust solutions, ensuring high availability and performance to support business objectives, please apply!
Day to day: Design and Implement Solutions : Architect and develop innovative Genesys solutions to support omni-channel contact centre operations. Ensure Seamless Integration : Collaborate with cross-functional teams to integrate Genesys Cloud with CRM platforms, telephony systems, and digital channels. Optimize System Performance : Conduct regular system audits, proactively addressing performance issues to ensure high availability and reliability. Enhance Customer and Agent Experiences : Implement best practices in routing, IVR, and self-service solutions to improve customer journeys and agent workflows. Provide Expert Support : Troubleshoot complex platform issues, serving as the escalation point for critical incidents and delivering effective solutions. Maintain Documentation and Compliance : Keep comprehensive records of system configurations and integrations, ensuring adherence to company policies and industry standards. You'll be perfect for the role if you have: Genesys Expertise : Over 5 years of hands-on experience with Genesys Cloud development and operations, with a strong understanding of IVR and routing strategies. Technical Proficiency : Solid grasp of RESTful APIs, microservices architecture, and familiarity with telephony systems and protocols. Problem-Solving Skills : Strong analytical abilities to diagnose and resolve complex issues, ensuring seamless platform performance. Collaboration and Teamwork : Proven ability to work effectively within cross-functional teams, fostering a collaborative environment to achieve project goals. Excellent Communication : Superior verbal and written communication skills, capable of conveying technical concepts to non-technical stakeholders. Business Insight : Understanding of financial impacts and business drivers to make informed technical decisions that support business objectives. Agile Methodologies : Experience in Agile environments, managing timelines and dependencies, and delivering quality software solutions. Office hours: Standard, however will require outside of hours due to the global nature of the role.
Why Flight Centre? Culture : You will be employed by an inclusive company that offers a team culture like no other in the industry. Development : Individualised, ongoing Learning & Development via communities of practice. Innovation Days : The opportunity to create, collaborate, and bring innovative concepts to life. Tech Learning Tools : Access to learning tools such as Udemy for ongoing technical skills development. Encouraging Equality : Join our Women in PM&E community, a program aimed at fostering gender diversity. Exclusive Staff Discounts : Accessible via our employee-only portal with 350+ of Australia's leading retailers. Travel Discounts : Including family and friends - flights, hotels, tours, cruises, travel insurance and more. Brightness of Future : Career opportunities in a network of brands and businesses across the globe. Mental Health : Support and Employee Assistance Program for staff and family. Giving Back : Corporate Social Responsibility program supporting nominated charities. Sustainability : Efforts to affect positive change to the environment. We value you: Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity.
Who we are: Since our beginning, our vision has always been to open up the world for those who want to see.
We offer genuine opportunities for people to grow and evolve.
#J-18808-Ljbffr