XPT Software Australia Pty Ltd | Contract

Contact center support Engineer

Sydney, Melbourne, Australia | Posted on 09/15/2026

- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company

- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.

- We have 120+technocrats in Australia working at our clientlocations.

- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.

- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.

Job Description

Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge(preferred).

Hands-on experience in at least one contactcenter platform:

Genesys Cloud

User-level troubleshooting and fault isolation.

Understanding of voice and digital contact centerworkflows.

Incident and Service Request Management.

Nice to have skills:

Contact centerreporting and monitoring.

Networktroubleshooting (WAN/LAN,



CCNA knowledge).

Certificationin any Contact Center platform.

Detailed Job description:

Serve as the firstpoint of contact for contact center support incidents and service requests.

Perform user-leveltroubleshooting and fault isolation across voice, chat, email, and digitalchannels.

Monitor contactcenter operations and identify service-impacting issues.

Log, classify,prioritize, and track incidents through resolution.

Escalate complexissues to L2/L3 support teams with appropriate diagnostics and documentation.

Coordinate withbusiness users, operations teams, telecom teams, and technology stakeholders.

Support agentdesktop, routing, IVR, omnichannel, and reporting-related issues.

Maintain knowledgearticles, operational runbooks, and support documentation.

Participatein shift-based and on-call support as required

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