Job Snapshot:
 
Telstra are keen to secure the services of CTI Technical Specialist to lead and provide specialist analysis, design, development and deployment in Contact Telephony Solutions primarily Genesys CTI and Oracle Contact Centre "Anywhere" known as WebCC. The  includes developing technology roadmaps, making technology investment recommendations and having due regard for how this technology inter-works with other technologies to deliver products and application infrastructure to defined service level standards and agreements.
 
Key Accountabilities:
 
Specific knowledge within the Contact Solutions technology domain spanning call routing delivery technologies.  Primary technologies being Genesys CTI (Computer Telephony Integration) and Oracle Contact Centre Anywhere known as WebCC.

• Design, build, install, integrate and maintain multiple application layer solutions and/or systems to ensure the delivery of the end solutions for Contact Centre telephony technologies specifically Genesys CTI and/or WebCC (e.g. Wireless Services, Mobiles, Firewalls, Application Security, Data Networks, Load Balancers, servers, installing software and establishing connectivity).
• Translate customer (internal, external or regulatory) needs and requirements into realisable products, services, or systems and/or networks infrastructure in a timely, quality and cost effective way to ensure operational capability to deliver customer service for Contact Centre solutions.
• Assess the capability of Contact Centre telephony delivery application layer solutions and offerings to meet business requirements and provide recommendations based on extensive knowledge of new and emerging technologies
• Provide and share deep network Genesys and/or WebCC Contact Centre domain knowledge for a business initiative on an as-needed basis.
• Provide Genesys and/or WebCC technology solutions that integrate with other technologies including Telstra's process and systems (such as authorisation, authentication, access, activation, assurance, billing processes and systems) and meet operational requirements
• Provide recommendations on Contact Centre telephony technology investment based on extensive knowledge of new products, services, or systems and/or networks infrastructure  
• Identify risks and issues in deploying Genesys and/or WebCC system solutions and develop or recommend solutions to mitigate these risks and issues. Manage agreed mitigation or contingency plans to completion.
• Develop extensive knowledge of new and emerging systems, including leading industry (e.g. best of breed) and competitor solutions.  Contribute to the development and maintenance of the corporate memory / database for the business and area of expertise.  Add to key business, program management and technology processes based on experiences gained
• Undertake with various phases of solution development or delivery where knowledge, skills or resources are required e.g. analyse business needs and gather requirements based on consultation with key business and project stakeholders, provide input to solution architecture definitions,  conduct and/or assist with total solution user acceptance testing, adjusting the solution to resolve defects
• Manage change request process to introduce new network platform features or correct defects, including establishing release management and change implementation plans to network elements

Essential Attributes: 

• Demonstrates substantial practical skill in Contact Centre CTI technical area/s to achieve the role accountabilities at a high level of proficiency (e.g. Wireless Services, Mobiles, Firewalls, Internet Protocols, Load Balancers, Building Servers, Installing Software and establishing connectivity, Network Management Systems, and broad OSS frameworks)

• The ability to persuade/influence difficult clients/vendors
• Proven ability to manage multiple projects.
• Knowledge of Telstra's policies, processes, systems and procedures (e.g. knowledge of Technology Delivery Process (TDP) and Telstra's change management processes) and ability to use this knowledge to achieve objectives