Microsoft Dynamics 365 Contact Center knowledge (preferred).
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Hands-on experience in at least one contact center platform:
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Genesys Cloud
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User-level troubleshooting and fault isolation.
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Understanding of voice and digital contact center workflows.
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Incident and Service Request Management.
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Robust communication and stakeholder management skills.
Nice to have skills: n
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Contact center reporting and monitoring.
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Network troubleshooting (WAN/LAN, CCNA knowledge).
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Certification in any Contact Center platform.
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Detailed Job description: nn
Serve as the first point of contact for contact center support incidents and service requests.
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Perform user-level troubleshooting and fault isolation across voice, chat, email,
and digital channels.
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Monitor contact center operations and identify service-impacting issues.
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Log, classify, prioritize, and track incidents through resolution.
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Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
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Coordinate with business users, operations teams, telecom teams, and technology stakeholders.
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Support agent desktop, routing, IVR, omnichannel, and reporting-related issues.
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Maintain knowledge articles, operational runbooks, and support documentation.
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Participate in shift-based and on-call support as required
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J-18808-Ljbffr
📌 Contact Center Support Engineer Sydney
🏢 XPT Software
📍 Sydney
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