We are seeking a skilled professional to lead the configuration and administration of Genesys Cloud, managing provisioning across icare systems. This role will serve as a subject matter expert and key liaison between internal teams and icare.
Key Responsibilities:
* Coordinate provisioning and configuration of icare applications and Genesys Cloud telephony queues
* Audit user access and system setups regularly to ensure compliance and accuracy
* Analyse call data and reports to identify trends and support performance improvements
* Manage mailbox requests within SLA, delivering timely and accurate responses
* Serve as the Genesys Cloud subject matter expert and liaison for escalations
* Share knowledge, maintain documentation and support team development and coaching
Requirements:
* Clear confident communicator, able to advise and influence a range of stakeholders
* Detail-oriented and organised, with a methodical approach to managing tasks
* Strong critical thinker who makes sound decisions based on available information
* Works well independently and adapts well to changing priorities and needs
* Comfortable Microsoft Excel and eager to learn new tool and processes
* Previous experience with Genesys Cloud and quality assurance experience is desirable but not mandatory
What We Offer:
* A vibrant, collaborative innovative team culture
* Flexibility with opportunity to WFH when you are fully trained in your role
* A corporate wellbeing program with discounted health insurance and gym membership
* Access to discounts at over 350 retailers through our Rewards Hub program
* Entitlement to an annual tenure and performance-based recognition reward
* Comprehensive learning and development support
* Companywide events to celebrate success
* Quarterly Reward and Recognition Awards
* Up to 16 weeks paid parental leave, plus super