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Contact Centre Engineer

Job Requisition Number:  5848
Date:  16-Jul-2021


Will you actively create a healthier future for tomorrow?


At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.


We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.


About the role

We are looking for two experienced engineers to join our Medibank Voice Technology Services Team in an ongoing roles. Reporting to the Contact Centre Engineer Lead, you will have the opportunity to support all aspects of Medibank Voice Telephony across Australia and New Zealand to enable a stable and environment to operate 24x7. 


Your impact

It’s an exciting time to be part of the Medibank Voice Technology Services Team, in this role you will have the opportunity to work across both projects and BAU activity across the enterprise acting as a Voice SME. Some of your accountabilities will include:

  • Provide voice technical support to the Medibank Group incorporating Call Centre platforms, corporate voice and conferencing.
  • Manage voice issues to ensure system stability, maintenance and performance in line with business requirements.
  • Effective management of the escalation of critical incidents.
  • Ensure key insights and observations from service operations contribute to strategy by feedback mechanisms into the various governance forums (e.g. Architecture, Strategy)
  • Support CMCS execute technology strategy, efficiencies and management.
  • Support test case automation tools
  • Monitoring and managing team SLAs, ticket completion, problem management, change approvals, and general service efficiencies.
  • Provide on-call/back-up on-call duties.


Your experience

You’re an experienced BAU/Project engineer, with strong technical expertise (5+ years supporting Voice Technologies) and excellent stakeholder engagement skills. Key to your success in this role will be:

  • Solid hands on experience in Call Centre technology and its application in agile business environment
  • Genesys PureEngage skills essential (CIC desirable)
  • Strong enterprise telephony experience with VoIP transport platforms and MS Lync/Skype for Business
  • PBX technologies
  • Understanding of network switching technologies, and of network services such as QOS and other prioritisation technologies
  • Test case automatic experience with (cyara is desirable)
  • Strong voice network design, implementation and network documentation skills
  • Solid foundation in ITIL Service Management



A career with us

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.


The wellbeing of our employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.


We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives - click here to find out more.


To start small and impact bigger.

Job Segment: Call Center, Telecom, Telecommunications, Technical Support, Customer Service, Technology