Job Description

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- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
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- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
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- We have 120+technocrats in Australia working at our clientlocations.
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- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
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- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
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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 contactcenter platform:

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- Genesys Cloud
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- User-level troubleshooting and fault isolation.
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- Understanding of voice and digital contact centerworkflows.
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- Incident and Service Request Management.
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Nice to have skills:

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- Contact centerreporting and monitoring.
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- Networktroubleshooting (WAN/LAN, CCNA knowledge).
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- Certificationin any Contact Center platform.
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Detailed Job description:

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- Serve as the firstpoint of contact for contact center support incidents and service requests.
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- Perform user-leveltroubleshooting and fault isolation across voice, chat, email, and digitalchannels.
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- Monitor contactcenter operations and identify service-impacting issues.
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- Log, classify,prioritize, and track incidents through resolution.
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- Escalate complexissues to L2/L3 support teams with appropriate diagnostics and documentation.
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- Coordinate withbusiness users, operations teams, telecom teams, and technology stakeholders.
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- Support agentdesktop, routing, IVR, omnichannel, and reporting-related issues.
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- Maintain knowledgearticles, operational runbooks, and support documentation.
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- Participatein shift-based and on-call support as required
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📌 Contact center support Engineer (New South Wales)
🏢 XPT Software
📍 New South Wales