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Senior Genesys Cloud Administrator

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Job Description

Role OVO-View

Team: Genesys Configuration Team

Salary banding: £50-£55k

Experience: Mid-Level

Working pattern:Full time

Reporting to: Kelly-anne Williams - Contact Channel Administration Lead

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Technical, Collaborative, Exciting

Top 3 qualities for this role: Knowledge, Engaging, Ownership

In the words of the team, you should leave your current role for this one because….

An exciting, fast paced environment where we get to use our technical knowledge and communication skills to support business processes and challenges.

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

We're all about enhancing the exisiting technology within our customer care teams to ensure our Zero Carbon Living Advisors have a smooth experience; this means they're able to support our customers in the best way possible.

This role in a nutshell:

You'll be the technical design authority on design based decisions across the Genesys CcaaS platform. You'll influence the Agent experience and tooling product roadmap based on operational and tech priorities. You'll ensure all business needs are met/exceeded by enhancing our existing technology stack via integration with operational scrums and processes. This role will be a key contact within the team when it comes to Genesys, so you'll be collaborating with a wide range of people across different changes and projects.

Your key outcomes will be:

  • Develop medium term roadmap of deliveries to support business challenges and drive improvements
  • Provide technical design authority for all design based decisions
  • Support delivery of medium-large CcaaS changes/developments in the agent experience and tooling domain working across all product verticals
  • Lead change requirements, size workload and aid prioritisation conversations
  • Direct interaction with Devops/MIT teams. align sprint plans, agree on prioritisation
  • cross departmental management, ensure all relevant teams are brought together to troubleshoot issues
  • respond to support tickets and calls within SLA’s
  • To train and mentor new employees in the required telephony platform, ensuring knowledge is at an exceptional level
  • Build collaborative and engaging routines and relationships with key internal team members (primarily middle management) to offer technical solutions to operational challenges
  • Support insight and feedback loop processes with collaborators
  • Continuously develop in role to enable full knowledge of CcaaS and its capabilities
  • Creating and implementing test plans including peer review checks on colleagues work

You’ll be successful in this role at OVO if you…

  • Have a proven understanding of GC platform and configuration processes - you'll need experience of using it within work
  • Are able to produce design documentation
  • Have a strong work ethic with a high degree of energy, drive and enthusiasm
  • Are able to work with minimal direction in a fast-moving environment
  • Are highly personable, with the ability to effectively manage difficult situations
  • Are comfortable responding quickly and thoughtfully in a fast-paced environment, making accurate decisions under pressure
  • Are a good communicator at all levels and able to build effective relationships quickly
  • Are curious, Inquisitive and ambitious, always looking to improve performance
  • Can to make decisions that can impact on performance
  • Are self-motivated and target driven
  • Are confident presenting - both in person and on paper.

Let’s talk about what’s in it for you

We’ll pay you between £50,000 and £55,000, depending on your specific skills and experience. If your expectations are a little different, let us know!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For starters, you’ll get 34 days of holiday (including bank holidays).

For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more
For your wellbeingWith gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers
For your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you! If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..

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