CC CX Engineer

Job Title

Location

Sydney / Brisbane / Melbourne / Canberra

Contract

12 Months

Position Purpose

The provision of specialist technical skills as they relate to developing and managing day to day pre and post Contact Centre (CC) Engineering Deployments for New and Existing sales opportunities to grow the Contact Center Practice. A Senior CC Engineer will develop and implement solutions while working closely with ENTERPRISE BUSINESSCX Presales and ENTERPRISE BUSINESS Solution Architects ENTERPRISE BUSINESS PMO Project Managers ENTERPRISE BUSINESS ATAC CC Support Teams and External partnered vendors. A Senior CC Engineer will also be expected to be a potential Technical Lead when required on deployments they are involved with leading other CC Engineers as well as thirdparty vendors.

The successful applicant will have:

Essential

Desirable

Background and Experience

• 5 years of contact centre technical solution delivery experience with one or more of the following solution suites:

• • NICE CXone
  • Cisco Webex CC UCCE
  • Genesys Cloud CX Multicloud CX
  • Amazon Connect
  • Verint
  • Avaya

• Experience with business requirement gathering and documentation.

• Experience with call flow design and documentation.

• Experience with Web Services or other API development.

• Experience with test plan / case development execution and result documentation.

• Technical Leadership on one or more projects.

• Experience with IVR application development.

• Experience with Google CCAI.

• Experience with integration to customer or cloud email solutions and/or thirdparty messaging services (Whatsapp Facebook Messenger etc).

• Experience with Agile project delivery and development technologies (JIRA Confluence etc).

• Experience with CRM solutions (Salesforce Service Now Microsoft Dynamics etc).

• Experience with API Integration to CRM solutions (Salesforce Service Now Microsoft Dynamics etc).

Essential

Desirable

Skills and Knowledge

• Strong Contact Centre domain knowledge.

• Experience with Design Delivery and Support functions within a Contact Centre delivery project.

• Ability to work autonomously as part of a geographically distributed team.

• Working knowledge of Contact Centre WFM and Reporting functions.

• Strong written and verbal communication skills.

• Strong presentation and technical writing skills.

• Flexibility in approach to problems with the ability to think on the go.

• Specific vertical industry domain knowledge (Finance Banking Insurance Govt Health etc).

• Interpersonal and professional relationship project & management skills with ability to coordinate activities across multiple functional and divisional groups.

• Maintain knowledge of latest technological trends in contact centre technology.

• Technically confident in settingup configuring and conducting live CC solution customer presentations industry forums & conferences where technical resources to assist may be limited.

• Competency in relational databases (EG: SQL Server).

Qualifications

• Certifications in one or more of the following Contact Centre solutions:
  • NICE CXone
  • Cisco Webex CC UCCE
  • Genesys Cloud CX Multicloud CX
  • Amazon Connect
  • Verint
  • Avaya

• Certifications in one or more of the following Contact Centre solutions:
  • Google Cloud CCAI (Dialog Flow)
  • AWS Cloud
  • Twilio Flex
  • Bulk Testing tools (Cyara Pump etc)
  • Business Intelligence Tools (Snowflake eMite Power BI)

• Government Base Security Clearance NV1 or higher

Behavioural

• Strong ethics and integrity.

• Team player.

• Ability to perform under pressure.

• Flexibility in approach to problems.

• Flexible with working hours.

• Innovative Mindset and well organised.

• Results orientated.

• Takes ownership of problems and actions and shows persistence in delivering project outcomes in the face of adversity.

• Natural ability to lead a project team as technical lead

Key Result Areas

Required Outputs/ KPIs

Measurement Method

Customer Experience

• Analyse customers CC related needs and develop solutions and value propositions to satisfy complex customer Information & Communications Technology (ICT) requirements.
• Maintain close liaison with vendors leveraging the Partners Program including NICE CXone Cisco WXCC Cisco UCCE Verint WFO Google CCAI and various CRM partners.
• Provide advice and consultancy and 3rd level support to presales project delivery and postproject support teams for CC solutions.
• Contribute to the retention of customers through positive engagement attributable to communication knowledge and timely response.

• Customer specific feedback obtained through Post Implementation Review (PIR) and Voice of the Customer (VOC).

• Feedback from internal groups such as sales and sales support.

• Vendor partnerships & feedback.

Compliance

• Contribute to the retention of customers through positive engagement attributable to communication knowledge and timely response.
• Integrity of information communicated to customers at all times.
• Positively represented to customers through all forms of communication exhibiting empathy to their situation perspective constraints and issues.
• All relevant issues are communicated proactively with the Engineering Manager through clear lines of communication.

• Compliance to published delivery standards on the BMS through Audit Reporting.

• Customer specific feedback obtained through Post Implementation Review (PIR) and Voice of the Customer (VOC).

Technical Excellence

• Develop a national Consulting Engineer network to develop and share ideas innovation and knowledge of best practice.
• Effectively share technical and project knowledge and experiences across national CC Teams.
• Develop capability and technical skills/certifications to support existing and new service/product offerings.
• Attend learning and development programs that are identified in your IDP.
• Qualification/recertification: meet individual goals set.
• New capabilities: training requirements are identified to meet new capabilities with skilled delivery.
• Demonstrate an understanding of CC solutions (from network core to desktop and CC peripherals) providing commercial & technical/architectural support and direction to internal and third party partner multidisciplinary workgroups including Sales Solutions Consultants Technical Operations Engineering and OE customers.

• Audit reporting.
• Customer Feedback (internal & external).
• Time to complete and amount of rework.
• Mentoring plan in place.
• IDP reviewed quarterly with Manager.
• Training course attendance and training verification form completed.
• All identified resources trained/skilled for required projects.

Project Delivery & Profitability

• Maximise profitability of projects and general services.
• Successful delivery of the Project.
• Ensure any project overruns or variations in scope are clearly flagged to both Project Manager and Engineering Manager.
• Utilisation: responsible for Service Call closure and reporting within standards.
• Responsibility to maintain personal productive utilization to standards.
• Contribution to team billable utilisation to standards.

• Smooth Project delivery.

• Utilisation rates >78%.

Reporting

• Accurate and timely capture of costs by weekly and end of month completion of timesheets in EMD

• Compliance target of 100% input by the due time.

Accountability for the role includes:

• Accountable for achieving performance outcomes (as outlined in Performance Outcome Plan).
• Adhere to policy relevant to the role and all activities undertaken in that role including safe work practices and OH&S policies.

Decisions made under own authority

Decisions referred to Manager for approval

• Completion of tasks within area of responsibility and within process and guidelines.

• Based on your contact centre knowledge and experience your awareness of the CX strategy and financial analysis you have the authority to determine what constitutes good business for customer and recommend alternative solutions if the business opportunities do not meet the CC revenue/margin criteria.

• Any activity which will incur a cost for customer or Its client where prior approval has not been provided.

This role will have a high level of interaction with:

Internal

External

• ENTERPRISE BUSINESS CX Solutions Architects
• ENTERPRISE BUSINESS Project Management Team
• ENTERPRISE BUSINESS CC Engineering Manager
• ENTERPRISE BUSINESS CC Engineering Team
• ENTERPRISE BUSINESS CC ATAC Operations Team
• ENTERPRISE BUSINESS CX / CC Sales Team
• ENTERPRISE BUSINESS CC Product Team

• Customer clients at all levels for the planning and implementation of projects as well as the response to issue resolution.

• Vendors and partners.

Operating environment and special circumstances include:

• This role involves both onsite and remote work and (when required) visits to clients and prospective client sites. Clients can be in any state or territory of Australia so travel might be required from time to time.

• Due to the nature of this role there are a number of activities that may happen outside of normal working hours (cutovers support change requests activities etc).
  
• From time to time a staff member may be required to travel as part of this role. It is expected that travel be taken to maximize the working day and consequently the staff member may need to travel outside of normal working hours without additional pay or time in lieu.

• Staff members may be required to fulfill customer requirements to work outside of normal business hours will be compensated with time in lieu in accordance with the policy.

• Staff members are expected to have a current drivers license and provide their own transportation.