Contact Center Operations Support experience.Microsoft Dynamics 365 Contact Center knowledge (preferred).
Hands-on experience in at least one contact center platform:Genesys CloudUser-level troubleshooting and fault isolation.Understanding of voice and digital contact center workflows.Incident and Service Request Management.Robust 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