Contact Centre Engineer

Bank of Queensland (BOQ)

Location: South Brisbane

Job Type: Full time


About the Role

An exciting opportunity to join BOQ Group (which includes Bank of Queensland, Virgin Money Australia and ME Bank) as a Contact Centre Engineer during our digital transformation journey on a permanent basis. By joining the digital bank of the future, you will be able to make a difference with curiosity and optimism by supporting the Genesys Cloud Contact Centre, adding significant value to our organisation. With exciting projects currently underway, you will be a key contributor to unique business development and change across the BOQ Group.

As a Contact Centre Engineer, you will be responsible for assisting the management of the Genesys Cloud Contact Centre to understand business agility and a balanced Total Cost of Ownership (TCO) for BOQ Group. This will include consulting, designing, reviewing, implementing and managing changes to the Genesys Cloud Contact Centre.

Furthermore, you will be involved in document review and creation, capacity planning, CMDB updating, business consulting and communications. This will require working with and managing vendor relationships and further leading technical sessions with internal clients to discover requirements and develop solutions. You will also participate in and evaluate RFP’s, including Bill of Materials and Professional Services Estimates.

This is a challenging and exciting role with a wide range of opportunities to help you take your career to the next level, where we are committed to helping you learn and grow to become a top-tier professional in the Genesys Contact Centre environment.

About you

You will be a collaborative people and outcome focussed professional who thrives on working in a fast-paced environment. You will have a willingness and commitment to adapt and learn, having solid communication skills on a verbal and written level to articulate technical information and partner with team members.

Having previous experience in contact centre engineering preferably with Genesys, you will be able to develop advanced concepts, techniques and standards. You will also have a strong systems level understanding for technologies across Information Technology. Experience in designing, evaluating and recommending UC/IPT solutions advantageous.

Working for us is energetic and fast-paced, and we need top talent to take us where we want to go. BOQ Group people are easy to spot. They're smart, enthusiastic, full of ideas and passionate about what they do. If this sounds like you and you're looking to join a brand on the forefront of contact centre engineering, we'd love to have a conversation.

About Us

BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

Our Benefits

  • Discounted financial products
  • Salary sacrificing options
  • Paid parental leave with no minimum
  • Paid volunteer days
  • Purchase annual leave
  • BUPA Corporate Plan
  • Employee Assistance Program (EAP)
  • A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
  • 5 employee diversity network groups focusing on; First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career.
  • BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index.

How to Apply

To apply for this role please follow the links or apply via our Careers Page.

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

You’ve got this!