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Telephony Administrator

Date: 01-Aug-2022

Location: Melbourne, VIC, AU, 3000

Company: Australian Unity

Our opportunity


As a Telephony Analyst, you are responsible for providing hands on support for telephony across multiple contact centres, outbound dialler administration and system optimisation across the Australian Unity Retail platform.

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 Customer Digital & Technology (CD&T) acting as a 2nd level support to the team.


What you will do


  • Maintain up to date telephony and outbound dialler systems for Retail Platform
  • Manage end to end MACS (Moves, Adds, Changes) for Retail, including IVR call flow changes, announcement updates, and schedule adjustments
  • Support the Retail contact centers and Resource Management for telephony and dialler reporting requirements
  • Ensure all telephony documentation is maintained and up to date including call flows, Retail master files in SharePoint, voice and script files
  • Actively work with all stakeholders at all levels to understand their requirements, strategies and visions supported by the Telephony Analyst role
  • Ability to communicate effectively with internal customers at multiple levels, from front line consultants to Executive Managers/ General Manag


About you


  • Experience with Genesys Cloud Telephony and Outbound Dialler highly desirable
  • Previous experience as a Telephony Administrator
  • Understanding of contact centre environments
  • Experience working in MS Products including Outlook, Word, Excel, SharePoint, and Power Point
  • MS Visio – desirable
  • Strong analytical and problem solver skills
  • Effective verbal and written communication skills


Our Benefits

You will enjoy a range of great employee benefits and rewards including:

  • Competitive Remuneration and variable bonus
  • A range of attractive product and service discounts from Australian Unity’s Retail and Wealth Management portfolio – including health insurance and banking products
  • Flexible Working Arrangements including Work-From-Home days with a real work-life balance
  • Available access to LinkedIn Learning courses through our great Learning platform
  • Additional paid Wellbeing and Volunteer leave days yearly


Where to from here?


Please contact Henry Reyes, Talent Acquisition Specialist, for a confidential discussion or more details –

Please note that all Australian Unity employees must be fully vaccinated for COVID 19. Australian Unity is an Equal Opportunity Employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.