Green Light are assisting in delivering projects for an industry leading organisation and have a requirement for a talented Contact Centre Engineers. The Contact Centre Engineers will have a robust technical aptitude across contact centre technologies, supporting them onsite based in Sydney offices.

The Contact Centre Engineers will act as technical support for all contact centre technologies, internally and externally for end customers.

Responsibilities:

- Resolve escalated incidents within enterprise contact centre environments, performing root cause analysis and technical troubleshooting.
- Manage the end-to-end lifecycle of incidents, changes, and problems within ServiceNow
- Ensuring all documentation meets audit and compliance standards.
- Coordinate with internal engineering teams and external technology vendors to resolve platform defects and implement security requirements.
- Execute complex Moves, Adds, Changes (MACs) and manage infrastructure transitions during scheduled maintenance windows.
- Maintain architectural diagrams, support playbooks, and knowledge base articles to ensure operational continuity.
- Contribute technical insights to service reviews and governance meetings to drive continuous improvement in incident and problem management.
- 5+ years professional experience as a Contact Centre Engineers supporting contact centre platforms i.e. Cisco Webex, NICE, Geneys, Zendesk, RingCX, Amazon Connect etc.




- Extensive experience in ICT operations with a focus on Unified Communications (UC) and Contact Centre technologies.
- Proficiency in supporting contact centre solutions (e.g., Genesys Cloud, Amazon Connect, NICE CXone, or Cisco Webex).
- Professional experience using ServiceNow or Remedy for managed services delivery.
- Understanding of IP communications, including SIP, RTP, and VoIP troubleshooting.
- Ability to manage technical tasks across cross-functional teams and handle user-facing issues under high-pressure scenarios.

We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs. At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to [email protected] or call +61 9247 3799.

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📌 Contact Centre Engineer (New South Wales)
🏢 Green Light Worldwide
📍 New South Wales