Contact Center Support Engineer (L1) 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.
Solid communication and stakeholder management skills.
Nice to have skills: Contact Center Support Engineer (L1) 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.
Detailed Job description: 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)
🏢 Xpt Software Australia
📍 Sydney