Job Description
Full job description
Committed to sustainability & B-Corp certified
Flexible Schedule to Support your Work-Life Balance
Share your passion for coffee!
Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.
To achieve this, we live by four behaviours. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can.
We have an exciting opportunity for a strategic and experienced Technology Solutions Owner to join our Nespresso Contact Centre Team, located in Rhodes. Reporting to the Contact Centre Planning & Reporting Manager, you will be responsible for driving the evolution of our cloud-based contact centre platforms, with a focus on Genesys Cloud, Microsoft Dynamics, and AI-powered solutions. This role will lead the implementation and optimisation of omnichannel customer engagement, ensuring seamless CRM integration and operational efficiency across all touchpoints. As a subject matter expert, you'll collaborate with cross-functional teams to enhance CX, support platform performance, and champion innovation in contact centre technologies.
The Technology Solutions Owner will be responsible for:
Lead the CCaaS product roadmap a focus on Genesys Cloud, Microsoft Dynamics, and AI-powered solutions
Identify and deliver enhancements in AI, self-service, and analytics.
Translate business needs into scalable platform features.
Oversee effective usage of contact centre AI solutions (Coaching AI, Knowledge AI, Training AI, Digital Learning ALBA, KMS Shelf, Microsoft Dynamics 365)
Manage Contact Centre tools and drive adoption across the contact centre.
Evaluate and implement new technologies with global teams.
Monitor KPIs and optimise platform performance using insights.
Lead training and change initiatives to support tool usage.
Continuously assess and improve Genesys and CRC platforms.
Enhance self-service, routing, and CRM integration for seamless CX.
Analyse performance data and implement improvements.
Collaborate cross-functionally to drive innovation and CX strategy.
This role requires you to have:
5+ years in CCaaS product ownership or contact centre tech leadership, Genesys Cloud Solution is essential
Strong knowledge of contact centre operations, CRM integration, and omnichannel CX.
Proven experience with AI automation, conversational IVR, speech analytics, and real-time insights.
Proven track record in agile product management and software delivery.
Excellent communication, problem-solving, and stakeholder engagement skills.
Commercially focused, with experience delivering projects on time and budget.
Understanding of cloud data components, data engineering, and analytics.
Skilled in project management and process improvement.
MS Dynamics 365 experience is preferred.
Bachelor's degree in computer science, IT, or related field is highly regarded.
How you will be rewarded…
With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.
Receive a Nespresso machine, monthly credit for our products, and exclusive staff discounts across the Nespresso range
Annual bonus incentive program
Access to additional days of leave to support your health and wellbeing
Flexible working arrangements and the opportunity to work from home for 50% of your working hours
Exceptional training and continuous personal Development opportunities
Quarterly staff recognition through our GreatNes awards
Apply Now to begin your coffee journey with us!
Please note:
To be considered for this role you must have full working rights within the relevant location.
Applicants will be required to undergo pre-employment checks, including but not limited to health checks, prior to appointment to this role.
People are at the heart of our success – all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.
Committed to sustainability & B-Corp certified
Flexible Schedule to Support your Work-Life Balance
Share your passion for coffee!
Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.
To achieve this, we live by four behaviours. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can.
We have an exciting opportunity for a strategic and experienced Technology Solutions Owner to join our Nespresso Contact Centre Team, located in Rhodes. Reporting to the Contact Centre Planning & Reporting Manager, you will be responsible for driving the evolution of our cloud-based contact centre platforms, with a focus on Genesys Cloud, Microsoft Dynamics, and AI-powered solutions. This role will lead the implementation and optimisation of omnichannel customer engagement, ensuring seamless CRM integration and operational efficiency across all touchpoints. As a subject matter expert, you'll collaborate with cross-functional teams to enhance CX, support platform performance, and champion innovation in contact centre technologies.
The Technology Solutions Owner will be responsible for:
Lead the CCaaS product roadmap a focus on Genesys Cloud, Microsoft Dynamics, and AI-powered solutions
Identify and deliver enhancements in AI, self-service, and analytics.
Translate business needs into scalable platform features.
Oversee effective usage of contact centre AI solutions (Coaching AI, Knowledge AI, Training AI, Digital Learning ALBA, KMS Shelf, Microsoft Dynamics 365)
Manage Contact Centre tools and drive adoption across the contact centre.
Evaluate and implement new technologies with global teams.
Monitor KPIs and optimise platform performance using insights.
Lead training and change initiatives to support tool usage.
Continuously assess and improve Genesys and CRC platforms.
Enhance self-service, routing, and CRM integration for seamless CX.
Analyse performance data and implement improvements.
Collaborate cross-functionally to drive innovation and CX strategy.
This role requires you to have:
5+ years in CCaaS product ownership or contact centre tech leadership, Genesys Cloud Solution is essential
Strong knowledge of contact centre operations, CRM integration, and omnichannel CX.
Proven experience with AI automation, conversational IVR, speech analytics, and real-time insights.
Proven track record in agile product management and software delivery.
Excellent communication, problem-solving, and stakeholder engagement skills.
Commercially focused, with experience delivering projects on time and budget.
Understanding of cloud data components, data engineering, and analytics.
Skilled in project management and process improvement.
MS Dynamics 365 experience is preferred.
Bachelor's degree in computer science, IT, or related field is highly regarded.
How you will be rewarded…
With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.
Receive a Nespresso machine, monthly credit for our products, and exclusive staff discounts across the Nespresso range
Annual bonus incentive program
Access to additional days of leave to support your health and wellbeing
Flexible working arrangements and the opportunity to work from home for 50% of your working hours
Exceptional training and continuous personal Development opportunities
Quarterly staff recognition through our GreatNes awards
Apply Now to begin your coffee journey with us!
Please note:
To be considered for this role you must have full working rights within the relevant location.
Applicants will be required to undergo pre-employment checks, including but not limited to health checks, prior to appointment to this role.
People are at the heart of our success – all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.
💡 Quick Summary
Seeking a career-building opportunity? The CRC Technology Solutions Owner position is now open for candidates interested in the Work from home Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.