Telephony Product Specialist – Contact Centre

  • Company:
    New Zealand Post
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    22 hours ago
  • Category:

Broad and varied role in Highbrook, East TamakiBe part of the Customer Care Centre’s cloud based technology solution Around since 1840, New Zealand Post has a long history – and a great future. There are many of us – helping New Zealand run. Our eyes are firmly on the future and making sure we bring the best of it to our customer and communities.Our Customer Care Centre (CCC) is an integral part of our business and the technology that underpins it is what enables it to function. We currently have an exciting opportunity available for a Telephony Product Specialist to join the CCC team to manage the key technology platforms including the Telephony, IVR, Call Recording and self service solutions. You’ll also have responsibility for the delivery of stable, reliable performance of the Home Agent technology and have ownership for the maintenance and management of the Customer Care Centre business continuity plan. Reporting to the Technical Operations Manager, this position will have strong collaborative working relationships with IT, but will functionally sit within the CCC.Critical to your success in this role will be your solid experience in a contact centre environment and familiarity of contact centre operations coupled with your technical knowledge including web Services and API’s for integrations (especially REST API’s), IVR Logic or Call Flow Scripting and voice and unified communications environments. What will really set you apart though, will be your strong communication and interpersonal skills, allowing you to be confident communicating technical information in clear terms to a range of audiences and levels and reporting findings to senior managers. In return, we’ll offer you the chance to work in a great team, and get stuck in to some really challenging and complex work. Applications close 9 May 2021.All applicants will be required to provide proof of their eligibility to work in New Zealand. Appointees will be subject to a security check and may be required to undertake a credit check and/or a drug test.