At a Glance
- Tasks: Be the go-to person for contact centre support and troubleshoot issues across various channels.
- Company: Join a dynamic team in a leading contact centre operations environment.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Great chance to learn and grow in a supportive and collaborative atmosphere.
- Why this job: Make a real difference by ensuring smooth operations in a fast-paced contact centre.
- Qualifications: Experience with contact centre platforms and strong communication skills are a must.
The predicted salary is between 49500 - 60500 $ per year.
Contact Center Operations Support experience.
Microsoft Dynamics 365 Contact Center knowledge (preferred).
Hands-on experience in at least one contact center platform
- Genesys Cloud
User-level troubleshooting and fault isolation.
Understanding of voice and digital contact center workflows.
Incident and Service Request Management.
Strong communication and stakeholder management skills.
Nice to have skills
- Contact center reporting and monitoring.
- Network troubleshooting (WAN/LAN, CCNA knowledge).
- Certification in any Contact Center platform.
Detailed Job description
- Serve as the first point of contact for contact center support incidents and service requests.
- Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.
- Monitor contact center operations and identify service-impacting issues.
- Log, classify, prioritize, and track incidents through resolution.
- Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
- Coordinate with business users, operations teams, telecom teams, and technology stakeholders.
- Support agent desktop, routing, IVR, omnichannel, and reporting-related issues.
- Maintain knowledge articles, operational runbooks, and support documentation.
- Participate in shift-based and on-call support as required
- #J-18808-Ljbffr
Contact Center Support Engineer in Sydney employer: XPT Software
XPT Software is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the field of AI governance. Located at the heart of Defence operations, employees benefit from unique opportunities to engage with industry leaders and contribute to meaningful projects that enhance national security. With a strong focus on professional development, XPT Software supports employee growth through continuous learning and mentorship, making it an ideal place for those looking to make a significant impact in their careers.
