AddressAbout QPC Australia:
QPC Australia, a leading Contact Centre solutions integrator, boasts two decades of excellence in the Australian market. We are dedicated to solving complex problems and delivering outstanding results, specialising in Cloud Contact Centre solutions, including solution implementations, hosting, and telecommunications. Discover more about us at https://qpcaustralia.com.
The Role:
As part of our dynamic team, you will engage with our clients to facilitate workshops, design, document, implement, configure, test, and support go-lives, ensuring the successful delivery of full end-to-end projects. Additionally, you will provide exceptional technical support, resolving incidents and problems with our products and services, and collaborating closely with technical specialists, product teams, and third-party partners.
Key Responsibilities:
- End-to-End Contact Centre Implementations: Offer best practice consultations, lead design sessions, set up essential technologies, configure applications, and support testing, training, and go-live processes.
- Network Configuration: Enable networks and firewalls for new Contact Centre Implementations.
- Maintenance and Recommendations: Maintain current Contact Centre platforms and recommend technology advancements and upgrades.
- Fault Management: Resolve and restore faults, providing technical support and post-installation assistance.
- Telecommunications Coordination: Work with providers to enable, configure, and troubleshoot new SIP services and existing ISDN services, including troubleshooting with tools like Wireshark.
- VoIP Support: Conduct VoIP analysis and network readiness assessments.
- Technical Support: Provide high-level technical support with a confident, positive approach via telephone, email, and remote screen sharing.
- Documentation: Document action plans and progress in case tracking systems.
- Issue Resolution: Solve, reproduce, debug, and diagnose customer escalations, overseeing them to resolution.
- Troubleshooting: Handle complex technical issues across multiple systems from inception to completion.
- Knowledge Sharing: Share knowledge with colleagues and update existing procedures and documentation.
About You:
- Bachelor’s degree in a relevant field or equivalent experience.
- Ideally certified as a Genesys Cloud Professional or with proven experience in other Cloud Contact Centre platforms like Amazon Connect, Verint, or NICE CX.
- Proficient in SIP and VoIP technologies.
- Strong understanding of networking concepts.
- A passionate team player with excellent problem-solving skills.
- Comfortable working independently or as part of a team on complex projects.
- Excellent communication and relationship management skills.
- Ability to thrive under pressure and meet the needs of demanding customers.
What We Offer:
- A hybrid working environment.
- Opportunities for collaborative problem-solving.
- Support for ongoing learning and professional development.
Why Join QPC?
QPC is dedicated to keeping its employees engaged, challenged, and rewarded. As a small yet highly experienced team, we offer the perfect environment to expand your experience and grow your career. You'll work alongside some of the industry's best senior engineers and consultants, who are committed to helping you succeed and learn. We also invest in your education to ensure your knowledge and experience grow with your career.
Flexible Work Options:
Yes, once you achieve the appropriate level of platform knowledge, you can work from home two days a week.
QPC is an equal-opportunity employer and champions diversity. Don’t meet every single requirement? We still encourage you to apply and meet us for a chat! Join QPC Australia and be part of a team that's shaping the future of CX Technology and Solutions!
