Optus11 followers85 jobs

Senior Contact Centre Specialist

SeniorFull-timeHybridNew South Wales, AustraliaPosted 3 months agoVerified 1 week ago
Pending fitX of Y criteria met

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.

Meet the team

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You'll be responsible for

🔧

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

🇦🇺

Full Australian Citizenship

Required for compliance with security requirements.

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📞

5+ years in Contact Centre technologies

Experience with technical and operational aspects of Contact Centre systems.

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🛠️

Hands-on expertise with NICE CXone and UC/CC

Proven skills in implementation and operations of key platforms.

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5 criteria for this job
Full Australian Citizenship
Required for compliance with security requirements.

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5+ years in Contact Centre technologies
Experience with technical and operational aspects of Contact Centre systems.

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Hands-on expertise with NICE CXone and UC/CC
Proven skills in implementation and operations of key platforms.

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Deep knowledge of ITIL processes
Extensive experience in ITIL-aligned environments for incident and change management.

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Excellent communication skills
Strong ability to manage customer and vendor relationships effectively.

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