Title:  Contact Centre Solution Specialist

Ko mātou tēnei – our organisation

At One New Zealand, our purpose is to unlock the magic of technology to create an awesome Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders. 

We are delighted to announce that we have been awarded a #2 ranking in Randstad’s Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award.

We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.

Ko tō tūranga – your role

As a Contact Centre Solutions Specialist at One New Zealand, you will play a key role in implementing and maintaining advanced omni-channel customer contact solutions, primarily using Amazon Connect and AWS technologies. You’ll work closely with senior team members to design and deploy reliable, cost-effective contact center systems that enhance customer experience and operational efficiency.

Your responsibilities will include integrating cloud-based technologies, exploring AI and automation opportunities, and supporting continuous improvement initiatives. This role offers a chance to contribute to a collaborative team, stay ahead of emerging technologies, and ensure the contact center remains at the forefront of innovation.

If you’re passionate about technology, customer service, and driving impactful change, this is the perfect opportunity for you.

Ko tō mahi – what you’ll do

• Collaborate with stakeholders and technical teams to understand business needs and develop actionable, deliverable solutions.
• Design, configure, deploy, and test solutions on platforms like Amazon Connect, working alongside senior team members.
• Simplify technical concepts for non-technical audiences and create clear documentation and presentations for business units.
• Deliver training sessions to support the adoption of new solutions, ensuring alignment with organizational goals.
• Participate in technical discussions and knowledge sharing within the Channel Technology team, adhering to architectural standards and best practices.
• Expand your knowledge in contact center technology, cloud platforms, integration tools, AI, and machine learning to enhance system capabilities.
• Ensure security and privacy by following One New Zealand’s policies and reporting any potential breaches to protect employee and customer data.

Na tōu rourou - what you’ll bring

• Agile mindset: Ability to adapt to changing circumstances, collaborate with colleagues, and consistently deliver results that positively impact customers.
• Solid understanding of Contact Center technologies: Familiarity with core domains like WFM, channels (Voice, Async, Outbound), and in particular, experience with Amazon Connect.
• Continuous learning: A proactive attitude towards expanding your technical expertise in contact center solutions, cloud platforms, integration tools, and emerging technologies.
• Empathy for frontline teams: A natural ability to understand the needs of customer-facing teams and design solutions that improve their efficiency and experience.
• Relevant qualifications: A degree or senior certification in IT, such as AWS Certified Solutions Architect Professional or AWS Certified DevOps Engineer Professional, is highly preferred.

Nā mātou te rourou – what you’ll get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• 4% KiwiSaver employer contribution, an extra 1% more than the statutory minimum.
• Laptop, unlimited data plan, market leading cell-phone for business or personal use.
• Lifestyle leave where you can purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

At One New Zealand, we have a clear purpose to unlock the magic of technology to create an awesome Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.

Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.