Requirements

Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands‑on experience in at least one contact center platform

- Genesys Cloud
- Microsoft Dynamics 365 CC
- Amazon Connect
- NICE CXone

Required skills

- 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 reporting and monitoring.
- Network troubleshooting (WAN/LAN, CCNA knowledge).
- Certification in any Contact Center platform.
- IVR troubleshooting.
- SIP/VoIP fundamentals.
- CRM integration awareness.
- Azure Communication Services exposure.
- Microsoft Dynamics Omnichannel experience.

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.

Contact center support Engineer Sydney, NSW, au

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