/n Job Details: /n Must Have Skills: /n Contact Center Support Engineer (L1) /n Contact Center Operations Support experience. /n Microsoft Dynamics 365 Contact Center knowledge (preferred). /n Hands-on experience in at least one contact center platform: /n · Microsoft Dynamics 365 CC /n · Genesys Cloud /n · Amazon Connect /n · NICE CXone /n User-level troubleshooting and fault isolation. /n Understanding of voice and digital contact center workflows. /n Incident and Service Request Management. /n Robust communication and stakeholder management skills. /n Nice to Have Skills:

Contact Center Support Engineer (L1) /n IVR troubleshooting. /n SIP/VoIP fundamentals. /n Contact center reporting and monitoring. /n Network troubleshooting (WAN/LAN, CCNA knowledge). /n CRM integration awareness. /n Azure Communication Services exposure. /n Microsoft Dynamics Omnichannel experience. /n Certification in any Contact Center platform. /n Detailed /n /n Contact Center Support Engineer (L1) /n Serve as the first point of contact for contact center support incidents and service requests. /n Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.



/n Monitor contact center operations and identify service-impacting issues. /n Log, classify, prioritize, and track incidents through resolution. /n Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation. /n Coordinate with business users, operations teams, telecom teams, and technology stakeholders. /n Support agent desktop, routing, IVR, omnichannel, and reporting-related issues. /n Maintain knowledge articles, operational runbooks, and support documentation. /n Participate in shift-based and on-call support as required /n Minimum Years of Experience /n 3 years for Contact Center Support Engineer (L1) /n /n Certifications Needed: /n Any Contact Center certification for Contact Center Support Engineer (L1) /n /n Top 3 responsibilities you would expect the Subcon to shoulder and execute /n 1.

Incident

Management /n 2. SLA and KPI adherence /n 3. Customer interactions phone/email/Chat /n Interview Process (Is face to face required?)

/n Face to Face /n Any additional information you would like to share about the project specs/ nature of work /n

📌 Contact Center Support engineer (Sydney)
🏢 Infosys APAC
📍 Sydney