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 (Australia)
🏢 XPT Software
📍 Australia