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Technical Specialist

Date: 25-Feb-2021

Location: Southern Sydney, Australia

Company: Singtel Group

 

About the role:

The primary 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 position is based within the Technical Operations group which is positioned within Optus Business Integrated Client Services. The Technical Operations division provides support and delivery of ICT services to a wide range of external clients in the Australian market who may have infrastructure located in overseas data centers and/or branch offices. Services range from fully managed ICT infrastructure service offerings to support for vendor and third-party maintenance agreements.

 

 Responsibilities:

  • Meet or exceed customer service SLAs
  • Take ownership of customer issues escalated to you and update the incident manager and customer as appropriate.
  • Manage workflow to ensure Major Network or Sensitive Customer Faults are prioritised
  • Interactions & incidents are updated in ServiceNow.
  • Work closely with contact centre agents to resolve their issues.
  • Customer systems experience high through positive engagement attributable to communication, knowledge and timely response.
  • Manage and resolve contact centre agents’ technical issues and process simple/complex MACDs.
  • Adhere to OB TAC processes and procedures including Change process, Transition process, incident and problem management processes
  • Support the initiative to take a market leading position on next generation data centre capabilities
  • Complete relevant compliance training
  • Perform daily system health checks, improve monitoring.
  • Identify areas for improvement in supporting managed hosting & managed router solutions

 

 

Skill required

  • An Information & Communications Technology (ICT) technical & Operational background with a strong and proven contact centre experience.
  • Good understanding of Avaya Contact Centre platforms is a must have
  • Able to understand issue description.
  • Thorough understanding of ITIL and extensive experience working in an ITIL environment.
  • Customer and vendor management skills.
  • Business and technical skills - a trusted advisor.
  • Troubleshooting & analytical skills.
  • Experienced in UC & CC design, implementation and operation.
  • Experienced in utilising automation tools for contact centre monitoring and management
  • Knowledge of major contact centre technologies including but not limited to:
  • Contact centre call flow
  • Recording design and call flow
  • SIPREC protocol understanding
  • Knowledge of ACD, IP PBX, IVR and other contact centre components.
  • Understanding of contact centre monitoring solutions.
  • Demonstrated ability to clearly update 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