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Randstad Logo Randstad · IT - Software Development

Technical Specialist - Unified Communications

Australia, Brisbane Employment contract · Job Posted June 03, 2026
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Job Description

Are you a skilled Unified Communications professional looking for your next challenge in Brisbane? We are seeking a Technical Specialist - Unified Communications to design, implement, and manage a high tech Genesys Cloud platform. In this role, you will lead system administration, interaction configuration, and external system integrations while discovering automation opportunities to revolutionise customer enquiry channels. If you want to collaborate with diverse stakeholders, drive continual improvement, and elevate customer engagement technologies within a supportive, forward-thinking environment, this is the perfect opportunity for you.

Job Responsibility

  • Provide technical support to the Genesys Cloud platform, ensuring its optimal functionality, performance, and configuration tracking
  • Support inbound and outbound interactions to enhance customer engagement, consultant interactions, and overall automated conversation processes
  • Identify, develop, and implement continuous improvements to unified communication offerings based on customer and process analysis data
  • Contribute to the development of test plans and conduct thorough functionality and regression testing prior to solution deployment
  • Monitor automation channels continuously to check for performance issues, manage operational risks, and implement required technical changes

Requirements

  • Active Genesys Cloud Certifications (such as Genesys Cloud Certified Professional - GCX-GCP / GCX-GCD or similar)
  • Extensive contact centre experience with a comprehensive understanding of inbound and outbound ACD concepts and operations
  • Proven proficiency with Genesys Cloud APIs, web services, cloud technologies, or legacy systems like Avaya and Verint
  • Strong problem-solving, analytical, and technical troubleshooting skills with high adaptability for complex or ambiguous projects
  • Excellent communication, presentation, and collaboration skills to engage effectively with both technical teams and business stakeholders
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