Location: Sydney, NSW

Experience: 5+ Years

Work Rights: Australian Citizens and Permanent Residents (PR) only. No sponsorship available.

About the Role

We are seeking an experienced Senior Specialist – Contact Centre Platforms to support and maintain enterprise contact centre environments. The successful candidate will have strong hands-on experience with Avaya and Verint platforms, production support, incident management, and platform operations while ensuring high availability and service excellence.

Key Responsibilities

- Provide Level 2/Level 3 operational support for Contact Centre platforms.
- Monitor and maintain the availability, performance, and health of Avaya and Verint environments.
- Troubleshoot and resolve platform, voice, and application-related incidents within agreed SLAs.
- Support incident, problem, change, and release management activities following ITIL best practices.
- Perform routine health checks, system validation, and platform monitoring.
- Configure and administer users, queues, skills, routing strategies, and contact centre resources.
- Support platform upgrades, patches, deployments, and production releases.
- Work closely with infrastructure, network, telephony, and business teams to deliver operational excellence.
- Maintain technical documentation, runbooks, SOPs, and knowledge base articles.




- Participate in on-call support and major incident management as required.

Required Skills & Experience

- 5+ years of experience supporting enterprise Contact Centre platforms.
- Strong hands-on experience with Avaya Contact Centre solutions.
- Experience administering and supporting Verint Workforce Optimization (WFO) and/or Verint Recording & Quality Management.
- Strong understanding of contact centre technologies, call routing, IVR, ACD, CTI, and workforce management.
- Experience with production support, platform monitoring, and operational support.
- Solid understanding of ITIL processes including Incident, Problem, Change, and Request Management.
- Experience working with Windows Server environments and enterprise infrastructure.
- Robust troubleshooting, analytical, and problem-solving skills.
- Excellent communication and stakeholder management skills.

Preferred Skills

- Experience with SIP, VoIP, telephony infrastructure, and contact centre integrations.
- Exposure to cloud contact centre technologies (Avaya Experience Platform, Genesys Cloud, Amazon Connect, or NICE CXone) is an advantage.
- Knowledge of SQL, scripting, or automation tools is desirable.
- ITIL Foundation certification is preferred.

📌 Senior Specialist – Contact Centre Platforms -Australia Only (Sydney)
🏢 The HR Ally
📍 Sydney