Job Description

Location: Sydney, NSW

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Experience: 5+ Years

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

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About The Role

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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.

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Key Responsibilities

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

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

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- Experience with SIP, VoIP, telephony infrastructure, and contact centre integrations.
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- Exposure to cloud contact centre technologies (Avaya Experience Platform, Genesys Cloud, Amazon Connect, or NICE CXone) is an advantage.
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- Knowledge of SQL, scripting, or automation tools is desirable.
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- ITIL Foundation certification is preferred.
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📌 Senior Specialist - Contact Centre Platforms (Avaya & Verint)-Australia Only (New South Wales)
🏢 The HR Ally
📍 New South Wales