Job Description

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 contact center 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 center workflows.

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Incident and Service Request Management.

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Solid communication and stakeholder management skills.

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Contact Center Support Engineer (L1)

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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 contact center platform:

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- Microsoft Dynamics 365 CC
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- Genesys Cloud
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- Amazon Connect
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- NICE CXone
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User-level troubleshooting and fault isolation.

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Understanding of voice and digital contact center workflows.

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Incident and Service Request Management.

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Strong communication and stakeholder management skills.

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Nice to have skills:

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- IVR troubleshooting
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- SIP/VoIP fundamentals
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- Contact center reporting and monitoring
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- Network troubleshooting (WAN/LAN, CCNA knowledge)
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- CRM integration awareness
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- Azure Communication Services exposure
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- Microsoft Dynamics Omnichannel experience
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- Certification in any Contact Center platform
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Detailed Job description:

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

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