CCC Platform and System Specialist

As our highly valued Contact Centre Platform & Systems Specialist, you'll play a key role in ensuring the technology behind our Contact Centre delivers seamless experiences for both our customers and our people. You'll own the day-to-day administration, reporting and optimisation of our contact centre platforms, while partnering with teams across the business to drive continuous improvement and smarter ways of working.

If you enjoy combining technology, data and problem-solving to improve customer outcomes, this is an opportunity to make a real impact in a collaborative and supportive environment.

• Managing and optimising our contact centre platforms, including IVR configuration, call routing and system enhancements.
• Producing operational reporting and turning customer interaction data into meaningful insights that support business decisions.
• Partnering with Contact Centre Operations and Technology teams to identify opportunities to improve systems, processes and customer experiences.
• Developing dashboards and performance reporting to monitor operational health and customer outcomes.
• Supporting platform enhancements, change initiatives and continuous improvement projects from planning through to delivery.
• Building strong relationships with stakeholders and external partners to ensure platforms remain reliable, effective and fit for purpose.

To succeed in this role, you'll have:

• Experience supporting contact centre platforms, ideally NICE CXone or a similar cloud contact centre solution.
• Strong analytical skills with experience producing operational reports and interpreting customer interaction data.
• Experience managing platform configurations, enhancements and change activities.
• Excellent stakeholder management skills with the ability to collaborate across business and technology teams.
• Strong business analysis and problem-solving capabilities with a continuous improvement mindset.
• Advanced Excel skills and experience using Power Platform, SharePoint or similar business productivity tools.
• Excellent communication skills with the ability to explain technical concepts to a range of stakeholders.

Whatever your role with us, you'll be part of a force for good. We're owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you'll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
• Helping you achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!

Imagine working for a bank that truly helps people. You can.