About the job
Join Optus as a Senior Contact Centre Specialist, where you will deliver advanced technical support and managed services across Cloud Contact Centre platforms for a large government agency. This job is crucial for ensuring stability, reliability, and continuous improvement across mission-critical Contact Centre and UC technologies. The team thrives in a high-pressure, ITIL-aligned environment, fostering collaboration and mentorship among members.
You'll be responsible for
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Resolving complex escalated incidents
Resolve complex escalated incidents and major customer faults across Cloud Contact Centre environments.⚙️
Executing complex MACs
Execute complex MACs, transitions, and after-hours changes in line with CAB-approved processes and SLAs.🤝
Collaborating with internal teams
Collaborate with internal engineering teams, vendors, and project groups to meet customer requirements and ensure solution reliability.Key criteria
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Full Australian Citizenship
Required for compliance with security requirements.View
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5+ years in Contact Centre technologies
Experience with technical and operational aspects of Contact Centre systems.View
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Hands-on expertise with NICE CXone and UC/CC
Proven skills in implementation and operations of key platforms.View
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