Contact Center Support Engineer (L1)Contact Center Operations Support experience.Microsoft Dynamics 365 Contact Center knowledge(preferred).
Hands-on experience in at least one contactcenter platform:· Microsoft Dynamics 365 CC· Genesys Cloud· Amazon Connect· NICE CXoneUser-level troubleshooting and fault isolation.Understanding of voice and digital contact centerworkflows.Incident and Service Request Management.Solid communication andstakeholder management skills.Nice to have skills:Contact Center Support Engineer (L1)IVR troubleshooting.SIP/VoIPfundamentals.Contact centerreporting and monitoring.Networktroubleshooting (WAN/LAN, CCNA knowledge).
CRM integrationawareness.Azure CommunicationServices exposure.Microsoft DynamicsOmnichannel experience.Certificationin any Contact Center platform.




Detailed Job description:Contact Center Support Engineer (L1)Serve as the firstpoint of contact for contact center support incidents and service requests.Perform user-leveltroubleshooting and fault isolation across voice, chat, email, and digitalchannels.Monitor contactcenter operations and identify service-impacting issues.Log, classify,prioritize, and track incidents through resolution.Escalate complexissues to L2/L3 support teams with appropriate diagnostics and documentation.Coordinate withbusiness users, operations teams, telecom teams, and technology stakeholders.Support agentdesktop, routing, IVR, omnichannel, and reporting-related issues.Maintain knowledgearticles, operational runbooks, and support documentation.Participatein shift-based and on-call support as required

📌 Contact Center Support Engineer (New South Wales)
🏢 XPT Software Australia Pty
📍 New South Wales