UC Technical Specialist

The role

The Unified Communications Technical Specialist is responsible for designing, implementing and managing the Genesys Cloud platform, including system administration, interaction configuration and integration with external systems.  The role includes the discovery of automation opportunities and implementation of automated conversation processes within customer enquiry channels.

The Unified Communications Technical Specialist will liaise with internal and external stakeholders as well as working with external vendor partners.  The role will consistently engage with the wider business units and the Business Analysts to continually identify improvement opportunities.

Risk Accountabilities Relevant to Your Line of Defense

Line 1 Business 

The First Line of Defence is accountable for adhering to the A&G Risk Management Framework and owns the risks, obligations, issues, and incidents within their area of responsibility, including their resolution.

The key elements of the first line of defence:

• Accountability: Responsible for ensuring that their activities align with the organisation's risk management framework. First line "Accountable Executives" are accountable for the risks within their business. 

• Ownership: Primary owners of risks, obligations, issues, and incidents that arise within their operations.

• Resolution: Responsible for taking action to mitigate risks, address issues, and resolve incidents.

Position Accountabilities

• Provide technical support to the Genesys Cloud platform, ensuring its optimal functionality and performance.

• Support both inbound and outbound interactions to enhance customer engagement and consultant interactions.

• Identify and implement improvements to unified communication offerings, in line with data received from customer and process analysis.

• Keep comprehensive records of system configurations ensuring adherence to company policies and industry standards.

• Follow Unified Communications continual improvement governance to ensure seamless deliveries, risk management and user adoption.

• Contribute to the development of test plans and conduct functionality and regression testing prior to solution deployment.

• Continuously monitor automation; checking for issues and implementing any required updates following internal change process framework.

• Adhere to continuous improvement practices to identify and implement improvements.

• Identify and report potential  risks or inadequate controls related to compliance or operational risks

• Stay up to date of any new Genesys features or enhancements, champion the benefits that could be realised across the business

• Ability to work within a dev to prod environment with awareness of change and risk ratings

• Champion a culture of risk and compliance across the division

• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training

• Additional tasks as reasonably required.

What experience you’ll bring

Essential skills include:

• Previous involvement in contact centre environments and a thorough understanding of contact centre concepts, providing valuable context for optimising Genesys Cloud functionalities.

• A comprehensive understanding of both inbound and outbound ACD concepts.

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