Team: Genesys Configuration Team

Salary banding: £29k - £36k

Experience:Deep knowledge of Genesys Cloud Architecture

Working pattern:Full Time

Reporting to: Kelly-anne Williams - Genesys Configuration Lead

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Exciting, Fast Paced, Rewarding

Top 3 qualities for this role: Deep understanding of Genesys Cloud, ability to thrive in a fast paced environment, excellent stakeholder management

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

Build and Maintain seamless contact channels, enabling customer to contact us in a way that works for them across voice and digital offerings

This role in a nutshell:

Creating and maintaining all contact flows across all currently used platforms. Responsible for the day to day management of telephony tickets and their resolution. Ensuring all business needs are met/enhanced by leveraging existing technology stack. Leading stakeholder management across all changes and projects

Your key outcomes will be:

• Create new customer journeys in relevant platform. Drive requirements, size workload and aid prioritisation conversations
• Direct interaction with our Product colleagues. Align sprint plans, agree on prioritisation
• cross departmental management, ensure all relevant teams are brought together to troubleshoot issues
• respond to support tickets and calls within SLA’s
• Create and maintain feedback loops with and Liveops to ensure up and downstream processes are aligned and supportive of functional requirements
• To train and mentor new employees in the required telephony platform, ensuring knowledge is at an exceptional level
• Build collaborative and engaging routines and relationships with key internal stakeholders to offer technical solutions to operational challenges
• Participate in on call, out of hours rotation
• Support insight and feedback loop processes with stakeholders
• Continuously develop in role to enable full knowledge of Genesys Cloud and its capabilities
• creating and executing test plans including peer review checks on colleagues work

Systems:Extensive knowledge of Genesys Cloud architecture processes

You’ll be a successful Genesys Administrator at OVO if you…

• Have a Strong work ethic with a high degree of energy, drive and enthusiasm
• Able to work with minimal supervision in a fast-moving environment
• Must be highly personable, with the ability to effectively manage difficult situations
• Must be able to respond quickly and intelligently in a fast-paced environment, making accurate decisions under pressure
• Good communicator at all levels and able to build effective relationships quickly
• Inquisitive and challenging, always looking to improve performance
• Ability to make decisions that can impact on performance
• Self-motivated and target driven
• Strong presentation skills both written and oral

Let’s talk about what’s in it for you

We’ll pay you between £29-£36k depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For starters, you’ll get 34 days of holiday (including bank holidays).

For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and moreFor your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations
For your home For your home Get up to £400 towards any OVO Energy plan , plus personal carbon offsetting and great discounts on smart thermostats and EV chargersFor your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans
Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..