"Senior IDS Telephony and IVR Services Officer"

Position Details

• Full-Time | Fixed term
• HEO7 | $100,233 - $110,954
• Location: Bedford Park / Kaurna Country
• View Position Description

About the Role

This role is ideal for a senior voice specialist who enjoys hands-on operational ownership and wants to contribute to a significant cloud transition without being embedded directly in project delivery.

Utilising a high level of customer service, the Senior IDS Telephony & IVR Services Officer is responsible for the technical and operational implementation, continuous improvement and support of the University’s telephony and IVR technologies. The role is also responsible for ensuring that customer needs for telephony and IVR infrastructure services are fully addressed and are consistent with best practice approaches.

Key accountabilities include:

• Supporting the technical and operational management of telephony and IVR services, ensuring agreed service levels are met and all procedures and service standards are adhered to
• Identifying improvements to support services and providing technical expertise to enable customers to adopt new technologies and processes
• Balancing the need to support day to day operations in a stable and reliable manner, with the need to undertake functional enhancements and new features for customers.
• Actively contributing to the design, procurement, installation, upgrading, operation, control and maintenance of relevant telephony and IVR systems.

About You

Clear communication with high emotional intelligence, particularly when it comes to navigating and resolving conflict, will be key to your success in this role, along with proven experience in implementing, administering and supporting Cisco enterprise voice and collaboration platforms, including Cisco Unified Communications Manager, Unity Connection, UCCX, Webex Calling and Webex Contact Center within a complex organisational environment.

The successful candidate will also demonstrate:

• Experience in agile ways of working including exposure to scaled agile methodologies and/or collaborating and delivering through a matrix structure
• The ability to thrive in multicultural environments and are a self-starter who brings initiative and a genuine enthusiasm for our Flinders culture
• Strategic thinking, planning and analytical skills to support outcomes and meet strategic goals
• Cisco professional certifications (e.g. CCNP Collaboration or CCIE Collaboration) or equivalent expertise gained in complex UC environments

It is expected that you will have completed a degree in Information Technology or relevant technical area and have subsequent relevant experience in an IT environment; or an equivalent combination of experience and/or education and/or training – higher education experience is advantageous.

To learn more about the role and responsibilities, please view the Position Description

How to Apply and Information

• You are required to submit a CV, along with a Suitability Statement as a separate document. This should be no more than 3 pages, and address the Key Position Capabilities of the position description
• For more information regarding this position, please contact James Reed

Please note, late applications and applications sent via agencies will not be accepted.