Position: 1)Senior Contact Center Support engineer

1. Contact Center Support engineer

Location: Melbourne or Sydney preferred, open to any location within Aus

Duration: 12 months

1) Senior Contact Center Support Engineer (L2)

Must Have Skills:

- Genesys Engage Framework
- Configuration Server, Message Server, Stat Server
- SIP Server, T-Server, URS
- Genesys Voice Platform (GVP)
- Composer, Pulse, WDE
- CTI and Contact Center Technologies
- SIP/VoIP Fundamentals

Nice to Have Skills:

Outbound Contact Center (OCS)

Salesforce/CRM Integrations

REST APIs

Splunk, Grafana, Dynatrace/AppDynamics

AWS/Azure Cloud Knowledge

Verint/WFM Integration

Scripting (PowerShell, Python, Shell)

Detailed

Senior Contact Center Support Engineer (L2)

Provide L2 support for Genesys Engage production environments.

Troubleshoot and resolve incidents related to routing, IVR, CTI, agent desktop, SIP, and reporting.

Perform RCA for recurring issues and drive permanent fixes.

Monitor platform health, logs, alarms, and performance metrics.

Support configuration changes, deployments, upgrades, and maintenance activities.

Coordinate with Genesys, infrastructure, telecom, and application teams for issue resolution.

Participate in major incident management, on-call support, and escalation handling.

Maintain operational documentation, knowledge articles, and support procedures.

Identify automation and service improvement opportunities.

1. Contact Center Support Engineer (L1)

Must have skills:

Contact Center Operations Support experience.





Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands-on experience in at least one contact center platform:

- Microsoft Dynamics 365 CC
- Genesys Cloud
- Amazon Connect
- NICE CXone

User-level troubleshooting and fault isolation. Understanding of voice and digital contact center workflows.

Incident and Service Request Management.

Nice to have:

IVR troubleshooting.

SIP/VoIP fundamentals.

Contact center reporting and monitoring.

Network troubleshooting (WAN/LAN, CCNA knowledge).

CRM integration awareness.

Azure Communication Services exposure.

Microsoft Dynamics Omnichannel experience.

Certification in any Contact Center platform.

Contact Center Support Engineer (L1)

- Serve as the first point of contact for contact center support incidents and service requests.
- Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.
- Monitor contact center operations and identify service-impacting issues.
- Log, classify, prioritize, and track incidents through resolution.
- Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
- Coordinate with business users, operations teams, telecom teams, and technology stakeholders.
- Support agent desktop, routing, IVR, omnichannel, and reporting-related issues.
- Maintain knowledge articles, operational runbooks, and support documentation.
- Participate in shift-based and on-call support as required

📌 Contact Center Support Engineer@Sydney and Melbourne
🏢 Burgeon IT Services
📍 Sydney