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

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