CX Systems Engineer

About Datacom

With over 6,200 people, and centre’s of technical excellence spread across Australasia, Datacom is committed to developing and growing its capability across Asia. Founded in 1965 in New Zealand, and with over 2 decades of operating in Malaysia and the Philippines, Datacom has experienced expediential growth. Through all this, Datacom has maintained high levels of profitability with a track record of delivering innovative, cost effective digital and technology solutions, all delivered by dynamic teams spread across various locations. Our people are the best in their fields – smart, passionate, and dedicated to providing exceptional IT services to our customers. This makes for a rewarding and fast-paced place to work.

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. 

Description

The Datacom Customer Experience Platform (CXP) business unit provides quality ‘end to end’ contact centre technology solutions delivered as a managed service, with a strong focus on the Genesys platform. We consult, establish, and maintain our client contact centre technologies allowing them to deliver on their customer priorities.

About this role (your why)

Support Datacom’s Contact Centre operations in Australia, Asia and New Zealand, which service both internal and external customers. You will provide reactive support during business hours as well extended on call cover (by prior arrangement). You will be required to attain a comprehensive understanding of the solution and support the operations teams and service providers with continuous improvement.

This role is about people, outcomes and how technology can bring about value. Our team is made up of a tightly aligned, culturally diverse, autonomous professionals who pride themselves in being good team players. We work from different geographies with a mix of office and remote locations, give of our best time and talents to our team and customers.

What you’ll do

• Meet service level targets by proactively monitoring and resolving incident and service requests in relation to the Genesys platform.
• Engage stakeholders through clear, timely, regular and accurate communication.
• Complete Incident reporting within stipulated time frames.
• Actively monitor and analyse system performance, identify problem areas and solve issues in a proactive manner, involving other responsible parties as required.
• Identify opportunities for process, service and technology improvements and participate in the roll out of these innovations to all users

What you’ll bring

• Experience with back-end maintenance of Genesys Cloud
• Experience in service desk ticket management, handling requests and incidents via ITSM platforms such as Cherwell and Service Now
• Working knowledge of the ITIL framework
• University degree in Computer Science or equivalent in would be well regarded.
• Ability to work autonomously, take ownership of issues and see them through to resolution
• High standard of both written and verbal communication with keen attention to detail