Genesys Cloud Platform Engineer - South Bank, Qld

At Flight Centre Travel Group (FCTG), our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something amazing – travel! As the Genesys Platform Engineer, you'll be responsible for improving our customer journeys and agent experiences while delivering significant business value through our omni-channel contact centre as a service, with a focus on integration to our ecosystem. You will play a critical role in ensuring seamless integration, efficient channel routing and engagement, and optimal customer and user experience. If you enjoy collaborating with cross-functional teams to design, implement, and maintain robust solutions, ensuring high availability and performance to support business objectives, please apply!

Day to day:

• Design and Implement Solutions: Architect and develop innovative Genesys solutions to support omni-channel contact centre operations.
• Ensure Seamless Integration: Collaborate with cross-functional teams to integrate Genesys Cloud with CRM platforms, telephony systems, and digital channels.
• Optimize System Performance: Conduct regular system audits, proactively addressing performance issues to ensure high availability and reliability.
• Enhance Customer and Agent Experiences: Implement best practices in routing, IVR, and self-service solutions to improve customer journeys and agent workflows.
• Provide Expert Support: Troubleshoot complex platform issues, serving as the escalation point for critical incidents and delivering effective solutions.
• Maintain Documentation and Compliance: Keep comprehensive records of system configurations and integrations, ensuring adherence to company policies and industry standards.

You’ll be perfect for the role if you have:

• Genesys Expertise: Over 5 years of hands-on experience with Genesys Cloud development and operations, with a strong understanding of IVR and routing strategies.
• Technical Proficiency: Solid grasp of RESTful APIs, microservices architecture, and familiarity with telephony systems and protocols.
• Problem-Solving Skills: Strong analytical abilities to diagnose and resolve complex issues, ensuring seamless platform performance.
• Collaboration and Teamwork: Proven ability to work effectively within cross-functional teams, fostering a collaborative environment to achieve project goals.
• Excellent Communication: Superior verbal and written communication skills, capable of conveying technical concepts to non-technical stakeholders.
• Business Insight: Understanding of financial impacts and business drivers to make informed technical decisions that support business objectives.
• Agile Methodologies: Experience in Agile environments, managing timelines and dependencies, and delivering quality software solutions.

Office hours: Standard, however will require outside of hours due to the global nature of the role.

Why Flight Centre?

• Culture: You will be employed by an inclusive company that offers a team culture like no other in the industry.
• Development: Individualised, ongoing Learning & Development via communities of practice.
• Innovation Days: The opportunity to create, collaborate, and bring innovative concepts to life.
• Tech Learning Tools: Access to learning tools such as Udemy for ongoing technical skills development.
• Encouraging Equality: Join our Women in PM&E community, a program aimed at fostering gender diversity.
• Exclusive Staff Discounts: Accessible via our employee-only portal.
• Travel Discounts: Including family and friends - flights, hotels, tours, cruises.
• Brightness of Future: Career opportunities in a network of brands and businesses across the globe.
• Mental Health: Support and Employee Assistance Program for staff and family.

We value you: Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone.