Job Description Responsible for the product and acting as a spokesperson for the clients, a Service Owner must: • Exposure to FS Domain and hands on experience in SAFEAGILE methodology in multiple roles as Scrum Master, ProductService Owner • Identify and prioritise a client's needs and requirements: define the user target, its expectations and thus the product's main features; • Update the product backlog, a kind of to-do-list to prioritise the various features to develop.
At every stage (or iteration), the Product Backlog is evaluated and presented to the clients to ensure the final product or service fits user requirements; • Define EPICS and User Stories, a short and clear description of the customer's needs, to make sure they can be done within the allocated budget; • Ensure budgets are approved for the EPICS assigned to the Scrum teams.
Estimated solution should be matching the scrum team capacity and velocity.
• Preparing strategy and presenting ideas for stakeholders.
• Defining the features of the product according to customer requirements.
• Leading the development process by creating a product roadmap based on this vision.
• Acting as the main point of contact between teams and stakeholders.
• Looking after all the stages of product creation including design and development.
• Organising and ranking the items in the product backlog according to requirements.
• Helping the scrum/product development team achieve each sprint's goals.
• Before the product is released, each iteration is adjusted and improved.
• Locating areas that want improvement.
• Informing stakeholders and customers about the product's status.




Requirements 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

📌 Service Owner (New South Wales)
🏢 Xpt Software Australia
📍 New South Wales