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 robust 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.
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📌 Senior Specialist – Contact Centre Platforms -Australia Only (New South Wales)
🏢 The HR Ally
📍 New South Wales