Role: Service Engineer
Location: Sydney
Eligibility: Australian PRs & Citizens, no sponsorship is provided
Role Summary
The Senior Service Engineer Contact Centre platform is responsible for assisting in the development and maintenance of service reference architecture and standards and for designing services or patterns leading to robust, flexible and quality Infrastructure services and solutions.
This is in addition to managing the daily operations of the service.
Key Responsibilities
Oversee end-to-end operational delivery
, Work as part of an internal L3 support team alongside a blended L1/L2 model comprising both internal and vendor resources, ensuring alignment with ITIL best practices.
Lead end-to-end Incident Management processes
, ensuring timely resolution, effective communication, and minimal service disruption.
Contribute to Problem Management activities
, including root cause analysis (RCA) and post-incident reviews (PIR), driving identification and remediation of underlying issues.
Manage Change and Release processes
, ensuring all changes are assessed, approved, and implemented in a controlled and compliant manner.
Act as a technical escalation point
, providing expert support and guidance to IT, business stakeholders, and contact centre operations teams.
Develop, maintain, and continuously improve operational documentation
, including standard operating procedures (SOPs), runbooks, and support artefacts.
Perform technical and business impact assessments
for complex changes within the operational environment, providing recommendations to support effective decision-making within the change governance process.
Monitor, manage, and optimise platform performance
, driving automation, operational efficiencies,



and continuous improvement initiatives across the service.
Support Service Owners and Operations Managers
by providing Infrastructure and Service Engineering inputs to enable effective governance and decision-making.
Collaborate closely with cross-functional contact centre platform teams
, including engineering, delivery, and business stakeholders, to ensure seamless service operations and continuous enhancement of platform capabilities.
Technical and Industry Expertise:
8+ years' experience in IT industry (Avaya, Verint, Aspect etc).
Experience with Contact Centre technology/tools including Avaya, Verint, Aspect Dialler, WFM, Voice, AppDynamics, Splunk, Elastic, Aternity, Power BI, Oracle EOM, Service Now, PowerShell , MO365, etc
Three years' experience in service delivery operations and a broad range of IT platforms and disciplines
Experience in a financial services industry desirable
Strong analytical and troubleshooting skills
Ability to handle critical production issues
Strong written and verbal communication skills desirable
Positive understanding of Avaya Aura Platform and Protocols like SIP & H.323.
Work with OEM, telecom providers, and customer technical teams.
Lead Major Incident Management and provide technical ownership.
Technology Expertise required:
Communication Manager, System Manager, Session manager version 10.2
Avaya CMS 20.X
AES version******
AudioCodes 7.4
Nuance Version NSS *******
G450 Gateways (MP************
Verint version 15.2
Education:
Tertiary qualifications in IT or related discipline, or equivalent experience
Avaya certification preferred.
Post graduate qualifications are desirable
Strong technical background in multiple Infrastructure domains.
ITIL v4 desirable.
#J-*****-Ljbffr

📌 Service Engineer (Sydney)
🏢 The HR Ally
📍 Sydney