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
Minimum Years of Experience
3 years for Contact Center Support Engineer (L1)
Certifications Needed:
Any Contact Center certification for Contact Center Support Engineer (L1)
Top 3 responsibilities you would expect the Subcon to shoulder and execute
Incident Management
SLA and KPI adherence
Customer interactions phone/email/Chat
Interview Process (Is face to face required?)
Face to Face
Any additional information you would like to share about the project specs/ nature of work
📌 Contact Center Support Engineer Sydney
🏢 Infosys APAC
📍 Sydney
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