- 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.

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

#J-18808-Ljbffr

📌 Contact center support Engineer (Sydney)
🏢 XPT Software
📍 Sydney