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SalarySydney, Australia
Company: Singtel Group
At Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
The main purpose of this role is to facilitate the delivery of managed services and technical support for Avaya Contact Centre technologies at times on customer premise and remotely according to Optus Business service delivery models and contracted service level agreements.
The team operates within an environment based on industry best practices for Service Management with ITIL being the framework to achieve this; the team works together in unison with the customer to achieve shared goals and business outcomes.
Services range from fully managed ICT infrastructure service offerings to support for vendor and third-party maintenance agreements.
The day to day
- Take ownership of customer issues raised to you and update the incident manager and customer as appropriate.
- Providing excellent customer experience through positive engagement attributable to communication, knowledge and timely responses.
- Ensure Interactions & incidents are updated in ServiceNow.
- After hours work is completed as rostered and scheduled.
- Work with transition team to ensure all new solutions to transitioned are checked for reliability and all documentations are available for ongoing support.
- Operational background with a significant experience in contact centre Technology. Avaya, Verint vendor certification highly preferred
- Knowledge of major Avaya contact centre technologies including Avaya Aura Contact Centre, Avaya Experience Portal etc.
- Thorough understanding of SIP technology and extensive experience in managing SBCs,
- Experience in Verint Call Recording Solution
- In-depth familiarity with ITIL processes (especially Change Management, Incident Management and Problem Management) and extensive hands-on experience in ITIL environments.
- Flexible to work on On-call Support .
- Demonstrated ability to clearly understand detailed design documents for discussion with other Optus Business workgroups and / or customers.
- Ability to work autonomously through good organisation and be able to perform under pressure.
- Flexibility in approach to problems
- Competitive salary and performance incentives
- Discounts to Optus products and services, and to over 400 retailers Australia-wide
- Training, mentoring and development opportunities (ask us about OptusU!)
- Up to five days of Volunteer Leave per year
- A “connected” day for you to use to connect to something you are passionate about
- Hybrid ways of working [Delete for Retail and Contact Centre]
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Sydney Campus; 20mins from CBD via our Optus bus. Our 999 Metro Connect service connecting you to and from Macquarie University Metro Station to Optus Campus every 6-8 minutes, morning and afternoon!
At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversit
