UC Technical Specialist

Brief Description

The role

The Unified Communications Technical Specialist plays a key role in driving continual growth and optimisation within the Genesys Cloud platform. In addition to business as usual system administration, interaction configuration, and integration with external systems, the role focuses on identifying automation opportunities and implementing streamlined, automated conversation processes across customer enquiry channels.

Working closely with internal teams, external stakeholders, and vendor partners, the Unified Communications Technical Specialist collaborates with Business Analysts to uncover and deliver continual improvement initiatives. The role also requires staying current with new features and capabilities within Genesys Cloud and core IaC platforms to ensure the organisation maximises value and keeping the organisation ahead of industry changes that add measurable value.

Risk Accountabilities Relevant To Your Line Of Defence

Line 1 Business

The First Line of Defence is accountable for adhering to the A&G Risk Management Framework and owns the risks, obligations, issues, and incidents within their area of responsibility, including their resolution.

The Key Elements Of The First Line Of Defence

• Accountability: Responsible for ensuring that their activities align with the organisation's risk management framework. First line "Accountable Executives" are accountable for the risks within their business.
• Ownership: Primary owners of risks, obligations, issues, and incidents that arise within their operations.
• Resolution: Responsible for taking action to mitigate risks, address issues, and resolve incidents.

Position Accountabilities

• Execute Unified Communications continual improvement governance, ensuring seamless delivery, effective risk management, and strong user adoption across communication platforms.
• Administer, maintain, and optimise the Genesys Cloud platform, including associated Infrastructure as Code (IaC) components and supporting services.
• Monitor and evaluate new Genesys Cloud features and enhancements, championing opportunities that deliver measurable value and uplift communication capability across the organisation.
• Perform scheduled audits, housekeeping, and platform health checks to maintain stability, performance, and security.
• Provide technical support and optimisation for inbound and outbound customer interaction channels, enhancing engagement and ensuring consistent service quality.
• Apply ITIL aligned practices across incident, request, problem, and change management to ensure controlled and reliable service operations.
• Maintain high quality documentation, including configuration records, knowledge articles, and technical diagrams to support operational excellence.
• Operate within multi tiered environments, developing robust test plans, managing defects, and ensuring high quality outcomes prior to production deployment.
• Identify, assess, and implement continuous improvement initiatives, driving efficiency, automation, and service uplift.
• Promote a strong culture of risk awareness and compliance, proactively identify and report risks or control gaps relating to compliance, security, or operational integrity.
• Ensure ongoing adherence to organisational policies and procedures, including timely completion of mandatory training.
• Perform additional duties as required to support the effective operation and evolution of Unified Communications services

What Experience You’ll Bring

Essential skills include

• Experience supporting complex contact centre or enterprise IT environments, with a strong understanding of operational dependencies and customer facing technologies.
• Hands on cloud expertise within Unified Communications, telephony, or customer interaction platforms.
• Deep understanding of contact centre concepts and workflows, enabling effective optimisation of Genesys Cloud capabilities.
• Commitment to achieving or maintaining Genesys Cloud certifications (e.g., GCX GCP, GCX GCD or equivalent).
• Practical experience with Infrastructure as Code (IaC) tools, such as GitLab/GitHub, including foundational coding or scripting skills.
• Strong communication and presentation capability, with the ability to translate technical concepts for diverse business stakeholders.
• Technically curious and quick to learn new platforms, tools, and software applications.
• Adaptability and resilience, particularly when navigating complex, ambiguous, or evolving project environments.
• High attention to detail and accuracy, ensuring quality outcomes across configuration, documentation, and change activities.
• Advanced analytical and problem solving skills, with the ability to diagnose issues across multi layered systems.
• Ability to work effectively both autonomously and within a small, collaborative engineering team fostering alignment and collaboration across geographically dispersed teams.

Desirable Experience Include

• Experience supporting frontline or customer facing operational teams, ideally within Auto & General or a similar high volume service environment would be highly regarded.
• Proven ability to collaborate effectively with external vendors, partners, and technical stakeholders to deliver integrated communication solutions.
• Proficiency with Genesys Cloud APIs, including experience building or optimising integrations within the Genesys Cloud ecosystem or similar cloud telephony platform.
• Exposure to Infrastructure as Code (IaC) tools and practices, supporting automated deployment and configuration management.
• Experience using developer platforms such as GitHub or GitLab, including version control, branching strategies, and basic scripting or automation.

The Benefits Of Working At A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.