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Offer: Channel Analyst:ACC_hainesJob description:Job DescriptionChannel Analyst – PermanentWellington » Specialist knowledge of Genesys Pure Engage, Genesys Suite of Products, Genesys Cloud » Configure, Test, Document the telephony and customer engagement technology » Generous 9% super contribution, flexible work arrangements, customer centric environment » Permanent function located in Wellington. As the Channel Analyst you will configure, test, document and implement the routing strategies across all channels both internal and external. You’re someone who works collaboratively with the business, stakeholders, and vendor with Genesys Telephony to configure the platform to deliver on the desired customer practice in the most effective and efficient way. This will include all current and future channels supported including Phone, email, chat, outbound as well as future new channels. Join us – an organisation that grew out of bold thinking and has an enduring commitment to care for others at work, home and play. Playing an integral function, you will apply your specialist knowledge of the Genesys platform to ensure a smooth integration with ACC systems to configure and document routing solutions for business projects, initiatives, and requests. The Channel Analyst will own the day to day operational management of these platforms from a configuration perspective. You will continue to review routing strategies and provide input into continuous improvement activities. You’re our go to for all business routing changes, requests, recommendations, and support. What We are seeking for from you to be prosperous in this function: » practice and knowledge of contact centre/customer engagement platforms, specifically Genesys products » Robust research expertise including issue resolution, root cause identification, problem solving and data analysis across multiple Information technology and communication systems » Demonstrated capability to innovate systems, processes to maximise productivity and reduce risk » You know how to build, review, and execute change testing across multiple applications » capability to deliver and distribute new technology including training, support, and uplifting capcapability within the team » Provide functional advice on configuration of telephony and customer engagement technology » Deep knowledge of telephony and supporting technologies » Emphasis on linking functional technology capabilities to business results in a customer engagement/contact centre context Working at ACC We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a discapability or who have additional mental health needs. Information technology is important to us that people are free to be themselves at work. Here are some ways we encourage that: » Employee networks to support our colleagues from diverse backgrounds. » The option to explore flexible working that suits your needs and ours. » Development opportunities in te reo Maori me nga tikanga. For a detailed position description click Channel Analyst. Applications close on Tuesday, 25 May 2021 , please note that if an ideal candidate is found during this time we will move forward with screening and interviewing sooner. Applications can only be accepted when submitted through our ACC career website. If you encounter accessibility issues when submitting your application, or if you have any questions about the function please email Sheronika.Shandil@acc.co.nz How to submit the application:https://careers.acc.co.nz/jobs/channel-analyst-wellington-2163 Applications close on Tuesday, 25 May 2021 , please note that if an ideal candidate is found during this time we will move forward with screening and interviewing sooner.Skills:
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