XPT SoftwareAustralia PTY Ltd, incorporated in ****, is a Software Services companyXPT 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 CloudUser-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-*****-Ljbffr

📌 Contact Center Support Engineer (Sydney)
🏢 XPT Software
📍 Sydney