Senior Contact Centre Specialist

A leading enterprise organisation is seeking an experienced Contact Centre Specialist.

Work on large and complex Contact Centre projects and work with leading CC technologies both on premise and on the cloud.

Key Responsibilities

- Support and maintain contact centre platforms

- Troubleshoot and resolve complex incidents and outages

- Manage changes, upgrades and customer requests

- Work directly with customers, vendors and internal teams

- Lead technical escalations and root cause analysis

- Participate in on-call support and after-hours changes

- Provide technical advice and act as an SME

- Maintain documentation and knowledge articles

Required Experience

- 7+ years in contact centre technology support,



engineering or implementation

- Solid experience with one or more:

- NICE

- Cisco Webex Contact Center

- Avaya

- Contact centre cloud platforms

- Experience with:

- IVR and call routing

- Contact centre design and implementation

- Incident, problem and change management

- Vendor management

- Customer-facing technical support

Nice to Have

- API integration experience

- Scripting/automation experience

- ThousandEyes

- Cyara

- ITIL certification

- Contact centre certifications (NICE, Cisco, Avaya)

📌 Contact Centre Specialist (McMahons Point)
🏢 Talenza
📍 McMahons Point