Job Description

Requirements n

Contact Center Operations Support experience.

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Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands‑on experience in at least one contact center platform n

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- Genesys Cloud
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- Microsoft Dynamics 365 CC
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- Amazon Connect
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- NICE CXone
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Required skills nn
- 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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- Robust communication and stakeholder management skills.
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Nice to have skills nn
- Contact center reporting and monitoring.
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- Network troubleshooting (WAN/LAN, CCNA knowledge).
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- Certification in any Contact Center platform.
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- IVR troubleshooting.
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- SIP/VoIP fundamentals.
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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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Job description nn




- 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.
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Contact center support Engineer Sydney, NSW, au

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