Contact Center Support Engineer (L1) /n Contact Center Operations Support experience. /n Microsoft Dynamics 365 Contact Center knowledge (preferred). /n Hands-on experience in at least one contact center platform: /n · Microsoft Dynamics 365 CC /n · Genesys Cloud /n · Amazon Connect /n · NICE CXone /n User-level troubleshooting and fault isolation. /n Understanding of voice and digital contact center workflows. /n Incident and Service Request Management. /n

/n Solid communication and stakeholder management skills./n

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/n Contact Center Support Engineer (L1) /n IVR troubleshooting. /n SIP/VoIP fundamentals. /n Contact center reporting and monitoring. /n Network troubleshooting (WAN/LAN, CCNA knowledge). /n CRM integration awareness. /n Azure Communication Services exposure. /n Microsoft Dynamics Omnichannel experience. /n

/n Certification in any Contact Center platform./n

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/n Contact Center Support Engineer (L1) /n Serve as the first point of contact for contact center support incidents and service requests. /n Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels. /n Monitor contact center operations and identify service-impacting issues. /n Log, classify, prioritize, and track incidents through resolution. /n Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation. /n Coordinate with business users, operations teams, telecom teams, and technology stakeholders. /n Support agent desktop, routing, IVR, omnichannel, and reporting-related issues. /n Maintain knowledge articles, operational runbooks, and support documentation. /n

/n Participate in shift-based and on-call support as required/n

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