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 (New South Wales)
🏢 XPT Software Australia Pty
📍 New South Wales