Platform CX Specialist

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

The role is to provide technical systems support and configuration for the management of CX related platforms (including database management) activity across the company including the set up and maintenance of application software and identification of best practice solutions to support ongoing business development.

Management and support of CX Platforms and automation Technologies:

• Maintain a current understanding of all systems features to maximise the benefits of the technology to the business

• Participate in the direction and enhancement of CX Platforms and automation technologies and services

•  Provide general maintenance of CX Platforms and automation technologies including archiving, restoration and end of CX Platforms and automation deactivation

• Develop and maintain relevant technical documentation related to CX Platforms and automation technologies, processes and best practices (including list management)

CX Platforms and automation design, set up and system builds:

• Provide technical assistance to the Manager CX Platforms and automation Solutions and the customer in the development of new CX Platforms and automation requirements including the hands-on customisation of CX Platforms and automation technologies

• Provide technical assistance in the design and development of CX Platforms and automation and operational reporting including data extracts and change requests

• Perform pre and post implementation reviews of CX Platforms and automation systems set-ups

Database Management

• Designing a relation database, writing a store procedure and other developments in SQL Server.

• Data  manipulation activities including data analysis, data mapping, data modeling, and data cleansing.

• Conduct periodic optimisation to various databases.

• Design, develop, implement and maintain ETL processes through Microsoft SSIS and other related technologies.

Monitoring & analysing results to drive optimum performance:

• Administer CX Platforms and automation technologies across all services, review real time and historical performance data, determine the efficiency of the technology and make recommendations / adjustments as required

• Analyse CX Platforms and automation and operational results to proactively seek opportunities for improvement in performance and make recommendations to management

Other:

• Provide technical support and advice for all CX Platforms and automation technologies using the Service Desk System to manage issues to resolution. Where required create fault reports  detailing the technology issues, remediation and outage affects to the business

• Perform miscellaneous duties and projects as may be requested from time to time by the Manager  CX Platforms and automation Solutions

• Other reasonable duties as required

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.

• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.

• Complete all necessary training requirements and professional development opportunities. 

• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment.  This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.

• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.

• Having a responsibility to actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.

Core Competencies

Experience in:

• Administration of contact centre applications and automation technologies

• Administering CX platforms and automation systems (eg CRM or Contact management) databases & applications

• technology solution development and/or deployment (desirable)

Understanding of:

• Databases, data structure and data processes

• Microsoft technologies including SQL, IIS, Java script, node JS and .Net  (desirable)

• Designing and developing SSRS reports
  Designing and developing SSIS solutions including using script tasks.