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.

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Solid communication and stakeholder management skills.

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Nice To Have Skills

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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.
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- Certification in any Contact Center platform.
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Detailed Job Description

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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.

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Participate in shift-based and on-call support as required

📌 Contact center support Engineer (New South Wales)
🏢 Xpt Software Australia
📍 New South Wales