New Zealand
Designed and maintained up-to-date call flows and reporting across Genesys Cloud and Microsoft CCaaS platforms. Provided tactical and strategic recommendations to senior leadership, highlighting operational risks and improvement opportunities in alignment with enterprise standards for a major financial institution.
Served as a Contact Centre Solution Specialist, implementing and supporting Genesys PureConnect and Genesys Cloud platforms. Managed on-premise server security and updates, handled incident and change request tickets, and provided on-call engineering support. Delivered projects across Australia, New Zealand, and Malaysia for major government agencies.
• Supported daily operations of enterprise voice and contact centre platforms, ensuring service stability and availability. • Managed Microsoft Teams Voice, Skype for Business, and Genesys Cloud CX environments, including SBCs, SIP trunks, and call routing. • Oversaw incident, change, and release management for voice systems across multiple regions. • Monitored performance, resolved voice quality issues, and coordinated with vendors and carriers. • Maintained IVR, queues, and call flow configurations to optimise customer and internal communication. • Delivered operational documentation and process improvements to enhance system reliability.
Served as a Contact Centre Solution Specialist, implementing and supporting Genesys PureConnect and Genesys Cloud platforms. Managed on-premise server security and updates, handled incident and change request tickets, and provided on-call engineering support. Delivered projects across Australia, New Zealand, and Malaysia for major government agencies.
Provided technical support for Canon printers and cameras, assisting customers with troubleshooting, setup, and maintenance, while also supporting presales by advising on product features and solutions to meet customer needs.