control centre analyst in rozelle

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job details

rozelle, new south wales
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job description

  • Initial 6 month contract
  • Rozelle location
  • Well funded Government agency

Randstad is seeking an experienced Control Centre Analyst to be responsible for delivering ongoing telephony and contact centre technology support and major service improvements of the state-wide Computer Aided Dispatch System, by applying specific technical expertise to achieve optimal business outcomes.

Key accountabilities:

  • Provide expert technical, configuration and associated telephony and call centre technology support, including coordinating and delivering the required support levels for complex and significant issues, problem resolution and change management in accordance with agreed service levels.
  • Maintain and update technical configuration, business and application support documentations in line with agreed design principles, best practice and quality assurance processes.
  • Utilise technical knowledge in user requirements analysis, translate business requirements into design and configuration recommendations, engage and negotiate with stakeholders and provide leadership in the delivery of high quality solutions.
  • Represent the team as a Subject Matter Expert in project implementation including but not limited to technology upgrades, communicating specific enhancement requirements to relevant support teams/vendors, and co-ordinate testing strategies.
  • Support the state-wide functionality, work practices and work flows to maintain the functionality of technology.
  • Provide specialist technical advice on the strategic development of business plans and processes aimed at enhancing the efficiency of applications and support the implementation of strategy and processes.
  • Train and mentor the other members of the team to ensure they have the knowledge and abilities to assist other teams for resolution of complex telephony and call centre technology related issues.

Key challenges:

  • Establish collaborative and influential relationships with stakeholders, customers and colleagues, to ensure easy and effective achievement of team / project / business goals.
  • Effectively balance competing demands.
  • Contribute to creating and maintaining a constructive workplace culture.

Essential requirements:

  • Extensive experience and expertise in supporting telephony and Genesys call centre technology. Including knowledge in end to end call processing support, VoIP, PABX, IVR Routing, telephony capacity metrics, vendor support, Microsoft databases.
  • Demonstrated ability to understand and translate business requirements to ICT solutions within a 24x7, time critical, operational support environment.
  • Demonstrated extensive experience in Information Technology service delivery and support within an Emergency Services and/or Health Services industry.

If you believe you have the skills required for the role, hit the Apply button now! You can also email Kayla on to be considered. Due to the large volume of applicants we receive daily, only suitable candidates will be contacted.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


Analyst / Technical / Genesys / Telephony / 24/7 / Documentation / Communication



educational requirements

Bachelor Degree