Te Kaiurungi About the Role
Change Management : provide support and advice to Contact Centre teams on changes. This may include advice on requirements, reviews and approving changes, ensuring appropriate testing has completed and advising teams to ensure risks are appropriately managed.
Collaborate / coordinate with internal BNZ teams, and Vendors when change could impact Contact Centre services.
Fault / Incident Management : provide advice to BNZ teams such as the Service desk, and coordinate with Vendors and other BNZ teams.
Ensure appropriate teams are informed of issues.
Ensure Service Management requirements are adhered to for Change, Incident and Problem Management.
Project support : provide advice on design and implementation, coordinate with BNZ teams and Vendors to deliver projects including documentation, testing and change management.
Reporting : call investigation and activity reporting.
Regular Maintenance : this includes DR testing and server patching, along with any other regular activity. Work with Vendors and other BNZ teams to ensure that these activities are managed to minimise any customer impact, ensuring appropriate testing is completed.
This will require some out of business hours work.
Collaborate and coordinate the transition to a Contact Centre of the Future built on Amazon Connect.
Drive continuous improvements to the Change, Fault and Problem management practices around the Contact Centre and its services.
Drive and help shape the Operations and Support practices of the BNZ Customer Connection Hub as it transitions to a Contact Centre of the Future.
Ō Pūkenga About You
Genesys Contact Centre technical experience
Intermediate Windows and L server administration
Basic Oracle Databases skills and administration
Verint Call Recording
Experience working with AWS environments
Amazon Connect Contact Centre
Cisco Call Manager
Agile / Scrum / Kanban experience