Job Description
Contact Center Support Engineer (L1)
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Contact Center Operations Support experience.
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Microsoft Dynamics 365 Contact Center knowledge (preferred).
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Hands-on experience in at
least one
contact center platform:
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Microsoft Dynamics 365 CC
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Genesys Cloud
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Amazon Connect
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NICE CXone
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User-level troubleshooting and fault isolation.
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Understanding of voice and digital contact center workflows.
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Incident and Service Request Management.
Solid communication and stakeholder management skills. n
nNice to have skills: n
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Contact Center Support Engineer (L1)
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IVR troubleshooting.
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SIP/VoIP fundamentals.
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Contact center reporting and monitoring.
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Network troubleshooting (WAN/LAN, CCNA knowledge).
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CRM integration awareness.
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Azure Communication Services exposure.
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Microsoft Dynamics Omnichannel experience.
Certification in any Contact Center platform. n
nDetailed Job description: n
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Contact Center Support Engineer (L1)
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Serve as the first point of contact for contact center support incidents and service requests.
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Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.
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Monitor contact center operations and identify service-impacting issues.
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Log, classify, prioritize, and track incidents through resolution.
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Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
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Coordinate with business users, operations teams, telecom teams, and technology stakeholders.
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Support agent desktop, routing, IVR, omnichannel, and reporting-related issues.
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Maintain knowledge articles, operational runbooks, and support documentation.
Participate in shift-based and on-call support as requiredn

📌 Contact Center Support Engineer (New South Wales)
🏢 XPT Software Australia Pty
📍 New South Wales