Job Description

As the Unified Communication Engineer you’ll facilitate the technical build and support of Telephony and Contact Centre technologies across Enterprise Technology Services (ETS).
This position is based within the Unified Communications Team which is part of the ETS division of the Flight Centre Travel Group (FCTG). This team provides support and delivery of ICT services to FCTG businesses globally.
This team operates within an environment based on industry best practices for Service Management with ITIL being the framework to achieve this.  If you’d like to be part of a team that works together in unison with internal customers to achieve shared goals and business outcomes, we’d love to hear from you.
 
Day to day:
 
Prioritise, classify, investigate, and diagnose incidents or faults affecting users
Analyse, plan, deploy and test requested adds, moves, and changes within the applicable SLA frameworks
Provide regular updates on customer tickets to ensure our customers are kept informed throughout the ticket resolution lifecycle
Manage all internal and external relationships in the best interests of our customers
Maintain up to date, clear and concise ticket notes
Coordinate and manage all aspects of the upstream carrier relationships for incidents affecting scoped services including the escalations
Maintain high levels of technical competency through continued learning and application of relevant research, training, self-study, and certification.
Establish, maintain, and improve operating procedures and associated documentation
Assist delivery teams with provisioning, installation, configuration and rollouts of new or existing services to FCTG businesses globally
Assist project and development teams to test troubleshoot and provide feedback for new products and services
Provisioning of Physical or Virtual infrastructure
Updating or upgrading of existing solutions
Analysing existing systems and operations and developing preventative maintenance strategies
Offer 3rd level support to implemented solutions
 
About You
 
Customer focused and a Team player
Positive attitude and a willingness to achieve desired results
Meticulous attention to detail
Ability to build, maintain and grow strong relationships across multiple stakeholders
Shows great initiative and is resourceful in solving problems and achieving goals
Proven ability to communicate with non-technical end users, highly technical IT colleagues, outsourced customer IT support teams, carrier call centres.
Proven ability to respond quickly to change and adopt a flexible/innovative approach to problems and opportunities.
 
Essential Experience
 
Minimum 2+ years experience in a Service Desk environment
Fundamental knowledge of VoIP and SIP message flows.
Experience working in a troubleshooting environment focusing on incidents and service requests.
 
You’ll earn brownie points if you have…
 
Experience within an ITIL environment
Contact Centre experience in a design & engineering technical role, working in a large scale and complex IT environment.
Experience with voice in the cloud or exposure to cloud related systems
Understanding of enterprise Contact Centre technologies, including SIP based contact centre platforms, SIP carriage & routing, IVR, Speech Recognition/NLU, CTI & Desktop Integration, Workforce Optimisation suites.
2yrs+ experience within the Genesys Cloud environment
Experience with the following platforms: Nice CXone, Talkdesk, Vonage, Bell Total Connect, Bell ODCC and Cisco Voice platforms
 
Let’s skip to the good part:
 
Flexible work environment (Hybrid), WFH or our Global Head Office in Southbank
Ongoing training and professional development
Travel discounts and deals bookable through our internal team of travel agents, Travelwise 
Discounted financial and health services through our Moneywise and Healthwise businesses
Global career opportunities in a network of brands and businesses
 
We do things a little differently…
We do things a little differently around here. We do things the FCTG Way.
We have a unique culture and an irreverent DNA based on a proven mix of ideas, values and ways of working that have helped shape our business over the past 40+ years.Across all our brands, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively to achieve our goals. That’s the FCTG Way.
If you think you have FCTG DNA, reach out today.