* Provide professional service, expertise, advice and support of the departments contact centre environments * Ongoing opportunity within Technology Solutions and Data Security * VPS5 salary: $113,022 to $136,747 plus superannuation About Us: The Department of Justice and Community Safety (the department) delivers a justice and community safety system that works to build a safer, fairer and stronger Victoria. Technology Solutions and Data Security focuses on meeting the department's data and digital needs by providing responsive and sustainable services focused on supporting departmental outcomes. Technology Solutions and Data Security explores and employs technology to enable the department's business function via the use of modern, appropriate platforms, products and services. It supports enterprise-wide platforms and services including critical applications, networks, telecommunication, call centres, hosting, intranet/internet sites; delivers business and corporate funded project; and oversees the delivering of services provided by technology service providers such as Cenitex. About the Role: The primary purpose of the Systems Administrator is to provide professional service, expertise, advice and support of the departments contact centre environments. The role will support the departments Genesys Cloud contact centre environment including integrations with Salesforce and ensure the contact centre technology is performing, delivering and operating to the satisfaction of key stakeholders. Some of your other duties will include: * Provding project and user support including account administration, inventory and support process maintenance actively support the effective delivery of day-to-day operations of contact centres. * Developing, building and maintaining effective working relationships with telecommunication suppliers and key internal stake holders. * Investigating and resolving complex platform issues, serving as the escalation point for critical incidents, proactively addressing performance issues to ensure high availability and reliability. About You: To be successful in this role you will be able to demonstrate: * Experience in providing support for cloud contact centre environments including defining business requirements and call flow mapping ensuring seamless integration with Genesys Cloud and the Salesforce CRM platform. * Ability to investigate and resolve complex contact centre/telephony issues and maintaining accurate records of a contact centre environment including system configurations and integrations. * Ability to be able to work collaboratively with a range of stakeholders. * Significant demonstrable telecommunications experience in large, complex organisations working with Genesys Cloud, UCB/Enghouse, MS Teams and/or Salesforce would be advantageous. How to Apply: Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats. The successful candidate will be required to undergo pre-employment checks which may include reference checks, national police checks and misconduct screening. Dependant on the role, other checks may include VicRoads checks, drivers licence checks, medical checks, Working with Children Checks, and Declaration of Private Interests (for executive and responsible officer roles). If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad. IMPORTANT INFORMATION: CHILD SAFE STATEMENT OF COMMITMENT: The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.