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Telephony Systems Specialist

2 months ago


Canterbury, Kent, United Kingdom CGR Services Full time
About the Role

We are seeking a skilled Telephony Engineer to join our team at CGR Services. As a Telephony Engineer, you will play a critical role in configuring, testing, and implementing routing strategies across all channels, both internal and external.

This includes current and future channels such as phone, email, chat, and outbound, as well as new channels. You will apply your specialist knowledge of the Genesys platform to ensure a smooth integration with ACC systems and configure and document routing solutions for business projects, initiatives, and requests.

The Telephony Engineer will be responsible for the day-to-day operational management of these platforms from a configuration perspective, requiring robust research skills, including issue resolution, root cause identification, problem solving, and data analysis across multiple IT and communication systems.

We are looking for someone who can innovate systems and processes to maximize productivity and reduce risk, with the ability to build, review, and execute change testing across multiple applications. Additionally, you will provide functional advice on configuration of telephony and customer engagement technology.

What We Offer

We value diversity and inclusion in our team and welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs. We offer employee networks to support our colleagues from diverse backgrounds, flexible working options, and development opportunities in te reo Máori me ngá tikanga.

We are committed to providing a supportive and inclusive work environment that allows our employees to thrive. If you are passionate about technology and customer engagement, we encourage you to apply for this exciting opportunity.