Job Description
Overview
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Only applicants with full Australian Citizenship can be considered for this role due to security requirements. This role can be located in any of our offices: Melbourne, Sydney, or Brisbane.
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Optus is an Australian telecommunications company delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
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We are seeking a Senior Contact Centre Engineer to support and manage critical contact centre platforms for a Federal Government customer. This role is responsible for delivering Level 2/3 operational support across voice, outbound dialling, voice biometrics and analytics platforms, ensuring high system performance, security, and reliability.
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You will work across leading technologies including Genesys, Nuance, and analytics platforms, supporting both business‐as‐usual operations and current capability rollouts. This is a hands‐on position where you will troubleshoot complex issues, manage incidents and changes, and contribute to ongoing system optimisation within an Agile and ITIL‐aligned environment.
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Working closely with customers, internal teams, and multiple service providers, you will play a key role in maintaining service continuity and improving platform performance. You'll also contribute to automation, knowledge sharing, and continuous improvement initiatives across the team.
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This is a customer‐facing role within a fast‐paced, multi‐vendor environment, with on‐call responsibilities and after‐hours support required.
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What You'll Do
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Provide Level 2/3 support across contact centre technologies including Genesys, Nuance voice/biometrics,



and analytics platforms
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Troubleshoot and resolve complex issues across voice, dialler, and data environments to minimise customer impact
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Manage incidents, problems, and changes in line with ITIL processes using ServiceNow or similar tools
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Support system deployments, upgrades, patching, and security controls to maintain platform stability and compliance
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Collaborate with customers, internal teams, and vendors, acting as a technical point of contact in delivery forums
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Drive continuous improvement through automation, documentation, mentoring, and optimisation of contact centre platforms
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What You Bring
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Strong experience (8-10+ years) working with contact centre technologies such as Genesys Cloud CX / Engage or Nuance speech/IVR platforms
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Hands‐on knowledge of voice technologies (SIP/RTP) and exposure to voice biometrics solutions
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Experience working within ITIL environments, including incident, problem, and change management
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Technical capability across Linux/Windows, SQL databases, and scripting (PowerShell or Python)
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Strong troubleshooting and analytical skills with the ability to resolve complex technical issues
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Excellent communication and stakeholder engagement skills,



with experience in customer‐facing and multi‐vendor environments
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Benefits
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Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
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Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
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Competitive leave policies, including additional "Connected" days to focus on culture, family, health, community, or whatever's important to you.
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We support growing families with inclusive, carer‐neutral paid parental leave of up to 16 weeks.
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Direct your own development and build future‐ready skills with Optus U's industry‐focused micro‐credentials, developed with La Trobe and Macquarie Universities.
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Build meaningful connections through employee‐led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
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Put your wellbeing first with free access to counselling and support services, 24/7 – in‐person, by phone, SMS, or video.
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EEO Statement
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We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.
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📌 Senior Contact Centre Specialist (New South Wales)
🏢 Optus
📍 New South Wales