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About the Role
The Telephony Analyst role supports the Contact Centre digital and voice delivery, including IVR and agent routing across all TPG Telecom brands. The primary purpose is to ensure stability and drive continuous improvement within the Genesys Cloud environment.
Responsibilities
- Operate and maintain the stability of the contact centre CCaaS solution.
- Drive continuous improvement by utilizing existing reporting and developing dashboards for platform performance insights.
- Provide Subject Matter Expert (SME) support to various internal teams on contact centre components.
- Manage incidents and problems, including escalations with internal teams and vendors.
- Maintain and optimize IVR and self-service applications and configurations.
- Maintain and optimize agent routing applications, callback, call, and screen recording.
- Collaborate with business stakeholders to understand needs and develop solutions for improvement initiatives and business changes.
Requirements
- Five or more years of continuous experience supporting a contact centre platform and/or CCaaS.
- Demonstrated knowledge and experience in developing and maintaining IVRs and contact centre routing strategies, preferably with Genesys solutions.
- Understanding of IT networks, VoIP, SIP, and WebRTC signalling for troubleshooting.
- Experience in business reporting and data presentation to produce actionable insights.
- Exceptional analytical and problem-solving skills with attention to detail.
- Ability to scope, prioritize, schedule, and meet deadlines efficiently.
- Clear, impactful, and influential verbal and written communication skills.
- Curiosity about improving Customer Experience (CX).
- Strong relationship management and stakeholder engagement skills.
Skills
- Genesys Cloud
- IVR
- Agent Routing
- Scripting (Python or similar)
- Software Development
- IT Networks
- VoIP
- SIP
- WebRTC
- Business Reporting
- Data Presentation
- Analytical Skills
- Problem-Solving Skills
- Communication Skills
- Relationship Management
- Stakeholder Engagement
- AI Tools for Call Centres
Location
- Barangaroo
Work Type
- Hybrid
- Flexible
Experience Level
- Five years or more
Education Level
- Tertiary qualification in a STEM discipline preferred or equivalent industry experience
Benefits
- Flexible hybrid way of working
- Access to a free mobile plan
- Access to a free, high-speed NBN plan (up to 500 Mbps)
- Additional leave
- Access to TPG Learning Hub platform
- Access to internal development opportunities
- Access to Corporate Partner Discounts
About the Company
- TPG Telecom is committed to creating an accessible workplace where everyone feels safe to bring their authentic self to work.
- TPG Telecom acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
Equal Opportunity
- Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us!