Genesys Lead

About this role

• Full time maximum term position up to 18 months (part time applications considered)
• Salary range: $98,902 - $123,624 (pro rata) plus super plus salary packaging
• Up to $15,900 in salary packaging and hybrid WFH & office model

About the role
This role is central to Legal Help's mission of providing consistent, high-quality assistance to our clients, while fostering effective collaboration with our supporting partners.  You will be part of a small team of four, providing support to over 100 staff. Our strong collaborative culture fosters teamwork and offers you the opportunity to learn from a diverse group of colleagues.

Are you passionate about using technology to improve lives? Legal Help is seeking a skilled individual for the role of primary systems administrator and solutions architect for our Genesys platform. In this new role, you'll help improve our digital services by designing and implementing better solutions.

You'll work with the Digital Services and Strategy Manager, (the Digital Transformation and Technology team, and other key stakeholders) to enhance our Genesys platform and its integration with our Appian CRM. Your main goals will be to improve system stability and the experience for staff and clients.

You'll also manage queue settings and automated workflows, making adjustments as needed. Additionally, you'll lead projects to improve Genesys and collaborate with key stakeholders throughout the process.

This role is based at our Melbourne CBD office on Wurundjeri Country.

About you
As our ideal candidate, you will have:

• Deep experience in Genesys systems architecture and solutions development, ensuring robust and efficient implementations (mandotry).   
• In-depth knowledge of systems architecture, automation capabilities, reporting functions, multi-channel solutions, call recording systems, IVR, and workforce management solutions.
• Proven ability to design system architectures that integrates seamlessly with existing enterprise infrastructure.
• Ability to think beyond the project brief, conducting impact analyses, evaluating risks and challenges, and proposing innovative yet practical solutions.
• Strong interpersonal skills with a proven track record in analysing stakeholder needs, gathering technical requirements, and translating them into actionable business solutions.
• Bachelor's degree in computer science or information technology, with significant practical experience in the field (mandatory).

Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If you're excited about this role but your CV doesn't align perfectly with our job description, we encourage you to apply anyway. You may be just the right candidate for this or one of our many other opportunities.

About Victoria Legal Aid
We provide legal representation to those who need it most. With over 1300 staff employed in 16 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.

Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.

Employee benefits

• Focus on work-life balance including flexible working arrangements
• Hybrid work from home & office model – 3 days WFH/2 days in the office
• Training and professional development opportunities
• Excellent salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 and Novated Leasing
• Opportunity to join Myki Commuter Club (and salary package the cost)
• Supportive team environment in modern offices (including free gym and end-of-trip facilities at our CBD office)
• Access to discounted Private Health Insurance

How to apply
To be considered for this role, please submit your current resume and a cover letter outlining:

• Your experience and knowledge about Genesys and its systems architecture.
• Your experience leading or contributing to complex technical projects. Outline how you gathered stakeholder requirements and translated them into effective solutions.
• Your experience working collaboratively within a team environment and how you contribute to a positive team culture.

If you require adjustments to the recruitment and selection process or need an alternative format to any of the application material, please don't hesitate to get in touch with our team.

For further information, please review the attached position description or Jess Quist, Manager, Legal Help Digital Services & Strategy on (03) 9280 3841 or email Recruitment@vla.vic.gov.au. 

No agency applications will be accepted.

Applications close by 11.59pm on Wednesday 6 November 2024.

Other relevant information
It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.

VLA is committed to putting the safety and wellbeing of children first.