Senior Telephony Analyst
TPG Telecom · Barangaroo
Your opportunity:
The role of Telephony Analyst within TPG Telecom sits within the Workforce Optimisation and Care Platform Operations group, which is part of the Customer Care division. Responsibilities are primarily support of for the Contact Centre digital & voice delivery including IVR and agent routing across all brands, with the purpose of providing stability and delivering continuous improvement within our Genesys Cloud environment.
You'll make impact by:
- Part of a team responsible for day-to-day operation and stability of contact centre CCaaS solution
- Drive continuous improvement across the contact centre utilising existing reporting and developing dashboards to capture data points giving deeper insights into platform performance.
- Provide SME support to other teams across the organisation on contact centre components including frontline IT for desktop support, Realtime Management for agent setup, onboarding, network and infrastructure teams for troubleshooting and new sites, reporting and analytics teams on data requirements, and core networks teams on contact centre platform integration
- Raise incidents and problems and manage escalations both internally and with vendors
- Maintain and optimise IVR and self-service applications and configuration.
- Maintain and optimise agent routing applications, callback, call and screen recording.
- Work actively with business stakeholders to understand and develop solutions to support improvement initiatives and business changes
What you’ll bring:
- Five years or more of continuous experience supporting a contact centre platform and/or CCaaS.
- Demonstrated sound knowledge and experience in developing and maintaining IVR’s and contact centre routing strategies, preferably with Genesys solutions
- Scripting such as Python or similar, and software development experience highly desirable
- An understanding of IT networks, VoIP, SIP and WebRTC signalling to support internal IT teams and vendors with troubleshooting
- Experience in business reporting and data presentation to produce actionable insights
- A natural attention to detail with exceptional analytical and problem-solving skills
- Highly efficient with a demonstrated ability to scope, prioritise, schedule, and meet challenging deadlines.
- Ability to communicate with clarity, impact, and influence through engaging verbal and written communications.
- Curiosity as to how we can improve the CX.
- Strong relationship management and stakeholder engagement skills
Ideally, you will also have:
- Tertiary qualification in a STEM discipline preferred or equivalent industry experience
- Experience in the Telecommunications or B2C sector is desirable
- Experience implementing AI tools for call centres to improve CX and efficiency.
What's in it for you?
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ – Access to a free mobile plan
- ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
- ‘Your Leave’ - additional leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.
TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
#LI-Hybrid
The role of Telephony Analyst within TPG Telecom sits within the Workforce Optimisation and Care Platform Operations group, which is part of the Customer Care division. Responsibilities are primarily support of for the Contact Centre digital & voice delivery including IVR and agent routing across all brands, with the purpose of providing stability and delivering continuous improvement within our Genesys Cloud environment.