Primary Responsibilities
• Work within the Global Unified Communications Team to deliver outcomes for internal users.
•Information Security - Maintains the security, confidentiality and integrity of information systems through compliance with relevant legislation and regulations. Designs, implements and operates controls and management strategies to allow this.
•System Design - Creates the specification and design of systems to meet defined business needs. Has the ability to work with business and technology stakeholders to translate business problems into technical designs. Able to visualise the ideal user service, come up with design ideas and possible design approaches. Explores different approaches to solving problems.
•IT Infrastructure - Supports, designs and implements Unified Communications infrastructure technologies and solutions, whichever may be required, such as: compute, storage, networking, physical infrastructure, software, database, middleware, commercial off the shelf (COTS) and open source packages and solutions, virtual and cloud including IaaS, PaaS and SaaS.
•Ownership & Initiative - Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.
•Problem Solving - Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.
•Service Focus - Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.
•Technical understanding - Has the specific knowledge which underpins an individual’s ability to deliver the responsibilities and tasks of their role. This relates to the application of the required breadth and depth of technical knowledge.
•Troubleshooting & Problem Resolution - Has lateral thinking capability to dissect a problem into its component parts to identify and diagnose root causes, allowing problem resolution. Able to troubleshoot and identify problems across different technology capabilities including compute, storage, networking, physical infrastructure, software, commercial off the shelf (COTS) and open source packages and solutions, virtual and cloud including IaaS, PaaS, SaaS.
Required Education
• Bachelor's Degree or equivalent combination of education and work experience
Required Experience
• Genesys Cloud Administration at least 1 year
Preferred Competencies/Skills
• Customer Service – Can demonstrate solid customer service skills and enjoys working with people.
•Information Security - Working - Understands information security and the types of security controls that can be used to mitigate security threats within solutions and services.
•System Design - Practitioner - Designs systems characterised by medium levels of risk, impact and business or technical complexity. Selects appropriate design standards, methods and tools and ensures they are applied effectively. Reviews the systems designs of others to ensure selection of appropriate technology, efficient use of resources and integration of multiple systems and technology.
•IT Infrastructure - Practitioner - Designs, implements, administers and supports infrastructure technologies, solutions and services such as: compute, storage, networking, physical infrastructures, software, commercial off the shelf (COTS) and open source packages and solutions, virtual and cloud including PaaS, SaaS.
•Ownership & Initiative - Working - Owns an issue until a new owner has been found or the problem has been mitigated and / or resolved.
•Problem Solving - Working - Initiates and monitors actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Determines the appropriate remedy and assists with implementation of these as well as preventative measures.
•Service Focus - Working - Takes inputs and establishes coherent frameworks that work.
•Technical Understanding - Practitioner - Has deep understanding of the technical concepts required in their role and understands how these fit into the wider technical landscape.
•Troubleshooting & Problem Resolution - Practitioner - Able to dissect a problem to its component parts to identify and diagnose root causes. Able to troubleshoot and identify problems across different technology capabilities.
Preferred Knowledge
• Working knowledge of fundamental IT concepts, systems, platforms, tools and technologies, hardware, software and services
•Working knowledge or policies, practices, trends, technology and information affecting the business and organisation
•Advanced working knowledge of Voice and PRI technology
•Advanced working knowledge of Interactive Intelligence CIC platform
•Advanced working knowledge of Legacy TDM, VoIP and SIP Services
•Advanced working knowledge of Cisco Unified Communications Manager
•Advanced working knowledge of Contact Centre systems from ACD routing to IVR/self-service and ancillary systems (WFM, real-time/historical reporting, agent performance and skills-based routing)
•Advanced working knowledge of contact centre operations
QBE Cultural DNA
• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
•We are customer-focused
•We are technical experts
•We are inclusive
•We are fast-paced
•We are courageous
•We are accountable
•We are a team
•All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices
US Only - Disclaimer
• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
Job Type
• Individual Contributor
Australia/New Zealand Only - Advice/Non-Advice
• Non-Advice: This role is not authorised to provide financial product advice to retail customers in respect of General Insurance products. Financial product advice, means a statement or recommendation made to a retail customer with the intention of influencing their decision in considering a general insurance product.
Global Disclaimer
• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
Skills:
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.