Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands-on experience in at least one contact center platform:

- Genesys Cloud

User-level troubleshooting and fault isolation.

Understanding of voice and digital contact center workflows.

Incident and Service Request Management.

Solid communication and stakeholder management skills.

Nice to have skills:

- Contact center reporting and monitoring.
- Network troubleshooting (WAN/LAN, CCNA knowledge).
- Certification in any Contact Center platform.

Detailed Job description:

- 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

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📌 Contact center support Engineer (Sydney)
🏢 XPT Software
📍 Sydney