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.

Robust communication and stakeholder management skills.

Nice To Have Skills

- 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





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

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📌 Contact center support Engineer (Sydney)
🏢 Xpt Software Australia
📍 Sydney