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.
Senior Contact Centre Specialist
$170k to $180k base + bonus and super
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 (Genesys, NICE, Avaya, Cisco, Amazon Connect)
- 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
- Robust experience with one or more:
- Genesys
- Avaya
- NICE
- Cisco
- Amazon Connect
- Experience with:
- IVR and call routing
- Contact centre design and implementation
- Incident, problem and change management
- Vendor management
- Customer-facing technical support
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📌 Contact Centre Specialist (New South Wales)
🏢 Talenza
📍 New South Wales
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