Job Description
Mō tēnei tūranga mahi | About this role
Mō mātou | About us
Tōnui Ake Nei | Thriving Aotearoa is our vision for a future where we work together so that all people and their communities can live the lives they value.
Mō te tūranga mahi | About the role
Permanent, Christchurch based
Permanent, Christchurch based
As the Telephony Engineer you will configure, test, document and implement the routing strategies across all channels both internal and external. You're someone who works collaboratively with the business, stakeholders, and vendor with Genesys Telephony to configure the platform to deliver on the desired customer experience in the most effective and efficient way. This will include all current and future channels supported including Phone, email, chat, outbound as well as future new channels.
Playing an integral role, you will apply your specialist knowledge of the Genesys platform to ensure a smooth integration with ACC systems to configure and document routing solutions for business projects, initiatives, and requests. The Telephony Engineer will own the day-to-day operational management of these platforms from a configuration perspective. You will continue to review routing strategies and provide input into continuous improvement activities. You're our go to for all business routing changes, requests, recommendations, and support.
To view a full position description, please click here.
Mōu | About you
- Experience and understanding of contact centre/customer engagement platforms, specifically Genesys products
- Robust research skills including issue resolution, root cause identification, problem solving and data analysis across multiple IT and communication systems
- Demonstrated ability to innovate systems, processes to maximise productivity and reduce risk
- You know how to build, review, and execute change testing across multiple applications
- Ability to deliver and distribute new technology including training, support, and uplifting capability within the team
- Provide functional advice on configuration of telephony and customer engagement technology
- Deep understanding of telephony and supporting technologies
- Emphasis on linking functional technology capabilities to business outcomes in a customer engagement/contact centre context
Mō ACC | Working at ACC:
The full salary range for this role is $85,037 - $120,052 with appointment dependent on skills, experience and internal relativities. ACC also offers 9% superannuation.
We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs. It is important to us that people are free to be themselves at work. Here are some ways we encourage that:
We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs. It is important to us that people are free to be themselves at work. Here are some ways we encourage that:
- Employee networks to support our colleagues from diverse backgrounds.
- The option to explore flexible working that suits your needs and ours.
- Development opportunities in te reo Māori me ngā tikanga.
Applications will run through until midday, Tuesday 24th September 2024. Applications can only be accepted when formally submitted through our ACC Career Website. If you encounter accessibility issues when submitting your application, or if you would like further information, please contact hrhelp@acc.co.nz