We are looking for an experienced Contact Center Support Engineer (L1) to provide first-level technical and operational support across voice and digital contact center platforms.
? Key Responsibilities
- Handle contact center incidents and service requests.
- Troubleshoot voice, chat, email, IVR, routing, and agent desktop issues.
- Monitor operations, perform fault isolation, and escalate issues to L2/L3.
- Coordinate with business, telecom, operations, and technology teams.
- Maintain support documentation and runbooks.
- Participate in shift/on-call support as required.
? Must-Have Skills
- Contact Center Operations Support experience.
- Hands-on experience with at least one: Microsoft Dynamics 365 CC, Genesys Cloud, Amazon Connect, or NICE CXone.
- Understanding of voice and digital contact center workflows.
- Incident & Service Request Management.
- Solid troubleshooting and communication skills.
? Nice to Have IVR | SIP/VoIP | Contact Center Monitoring & Reporting | WAN/LAN | CCNA | CRM Integration | Azure Communication Services | Dynamics Omnichannel
? Location: Australia – Any City
Candidates must be currently based in Australia and willing to work from the nearest client office/location. Melbourne and Sydney are preferred, but candidates from any Australian city are welcome.
📌 Contact Center Support Engineer (Australia)
🏢 BlueRose Technologies
📍 Australia
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