Telephony Administrator

Job Title: Telephony Administrator Company: Australian Unity Job Category: Salesforce Roles & Responsibilities: About the Opportunity:As a Telephony Administrator, you are responsible for providing hands on support for telephony for contact centre, outbound dialler administration and system optimisation for the Australian Unity’s Private Health Insurance (PHI) business unit. The role is a first point of contact for fault/ fix solutions for consultants and supervisors whilst being the subject matter expert with regards to contact centre telephony industry best practice. The role has a collaborative approach with the enterprise Telephony team within Group Technology acting as a 2nd level support to the team. Key Responsibilities include: * System Administration \& Support : Maintain up to date telephony and outbound dialler system including IVR, ACD, routing, data table management, outbound dialler admin and UAM. * Operational Excellence: Action ServiceNow requests and incidents as per SLA; Collaborate with contact centre managers to optimize call handling, reduce wait times, and improve members experience; support disaster recovery and business continuity plans for telephony systems. * Upgrades \& Enhancements: Evaluate new Genesys features and recommend adoption strategies including integrate telephony with analytics, reporting, and workforce optimization tools. * Knowledge \& Team Development: Ensure all telephony documentation is maintained and up to date including call flows, master files in SharePoint, voice and script files; Create new telephony documentation and user guides where there is a need to ensure documentation is in place for the contact centres. * Continuous Improvement : Facilitate and advocate continuous improvements and change initiatives within the Operational environment. Be the subject matter expert on the current telephony solutions to collaborate with key stakeholders within the business and/ or work on change initiative/s project/s to deliver improved solutions * Compliance / Governance / Workplace Health \& Safety: Always adhere to all relevant risk and compliance obligations. * Our Ways of Working : Take ownership and individual accountability for activities and outcomes About You:* Demonstrated experience in Genesys Cloud Administration – IVR management, call routing, data table administration, and outbound dialling. * 2\-3 years’ experience in complex enterprise system support as a systems admin/specialist for telephony with an understanding of contact centre environments. * Private Health Insurance (PHI) industry experience (preferred) * ServiceNow queue management (preferred) * Salesforce administration (preferred) * Ability to manage multiple projects and priorities at once. * Self\-starter who has initiative and is proactive. * Effective interpersonal and stakeholder management skills. Staying Safe During Your Job Search*Australian Unity is committed to protecting candidates from recruitment scams.Please be aware that: Australian Unity will never ask you to pay a fee to apply for a role or secure employment.* * We will never require you to engage a CV writer, consultant, or other paid service as part of our recruitment process.* * Australian Unity employees will only communicate with you using an @australianunity.com.au email address.* * All current vacancies are advertised through authorised recruitment channels and on the Australian Unity Careers website.* * Career opportunities Whether it's building your career or building your team, we are here to support you with numerous internal development opportunities. Work Location: Melbourne, VIC, Australia Availability: Full time

Experience in PHI industry and knowledge of Salesforce will be an advantage. You will enjoy a range of great employee benefits and rewards including : For further benefits visit: https://www.australianunity.com.au/careers/culture * Parenting benefits All permanent employees have access to 14 weeks paid parental leave. Key Skills: Salesforce, Salesforce Administration Salary: Not disclosed