Contact Center Support Engineer (L1)Contact Center Operations Support experience.Microsoft Dynamics 365 Contact Center knowledge
(preferred).
Hands-on experience in at least one contact
center platform:· Microsoft Dynamics 365 CC· Genesys Cloud· Amazon Connect· NICE CXoneUser-level troubleshooting and fault isolation.Understanding of voice and digital contact center
workflows.Incident and Service Request Management.Robust communication and
stakeholder management skills.Nice to have skills:Contact Center Support Engineer (L1)IVR troubleshooting.SIP/VoIP
fundamentals.Contact center
reporting and monitoring.Network
troubleshooting (WAN/LAN, CCNA knowledge).
CRM integration
awareness.Azure Communication
Services exposure.Microsoft Dynamics
Omnichannel experience.Certification
in any Contact Center platform.
Detailed Job description:Contact Center Support Engineer (L1)Serve as the first




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

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