Company Description Lake Corporation Pty Ltd is an Australian-owned company that has delivered and supported specialist technology solutions since 1992. The organization focuses on intelligent contact center, multimedia, desktop automation, cyber security, and voice technology, all backed by professional services, training, and ongoing support. Lake Corporation works with a diverse client base, including major banks, financial institutions, retailers, telecommunications carriers, service bureaus, and not-for-profit organizations.

Team members join a trusted provider known for long-term partnerships and a commitment to effective business solutions.

Role Description The Technical Support Engineer – CCaaS, UCaaS and Agentic AI is a full-time, in office role based in Chatswood, NSW. This role involves providing technical support for cloud contact center (CCaaS), unified communications (UCaaS), and AI-driven solutions, including diagnosing and resolving system, network, and application issues.

The Technical Support

Engineer will manage support tickets, perform root cause analysis, document solutions, and escalate complex incidents when necessary. Day-to-day responsibilities include collaborating with clients to understand their technical environments, guiding them through configuration and usage, and ensuring high availability and performance of deployed solutions.



The role also requires close cooperation with internal teams on implementation projects, testing new features, contributing to knowledge bases, and participating in occasional after-hours support or planned maintenance as needed.

Qualifications

- Strong technical support and troubleshooting skills, with experience diagnosing issues in CCaaS, UCaaS, VoIP, or related cloud communication platforms.
- Demonstrated analytical skills for interpreting logs, monitoring data, and system behavior to perform effective root cause analysis.
- Customer support and customer service skills, with the ability to communicate clearly, manage expectations, and build trust with diverse stakeholders.
- Familiarity with networking fundamentals (TCP/IP, SIP, firewalls, VPNs) and cloud infrastructure concepts; experience with contact center or AI-based solutions is beneficial.

- Ability to document procedures, create knowledge base articles, and follow structured incident and change management processes.
- Relevant technical certification or tertiary qualification in Information Technology, Computer Science, or a related field is preferred.
- Comfort working on-site in a collaborative team environment in Chatswood, NSW, with a proactive approach to learning new tools and technologies.

📌 Technical Support Engineer - CCaaS, UCaaS and Agentic AI (Sydney)
🏢 Lake Corporation
📍 Sydney