24/7 NOC Cloud Contact Centre Specialist
Singtel
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Benefits offered by this job
Job summary
Optus is seeking a Contact Centre Specialist to deliver high-quality managed services and technical support for Cloud Contact Centre technologies across a government client. You will work in a mature ITIL environment, taking ownership of escalated issues, and supporting change and incident processes to ensure stability and superior customer experience.
The role blends hands-on troubleshooting with stakeholder engagement, contributing to customer satisfaction, compliance, process improvement, and
Qualifications
- Strong ICT technical and operations background with exposure to contact centre and cloud technologies.
- Experience troubleshooting and handling user-facing technical issues under pressure.
- Familiar with SLA-driven NOC and service management processes.
- Experience with ServiceNow incident, problem and change management.
Responsibilities
- Deliver technical support for Cloud Contact Centre environments and handle escalated incidents.
- Update and maintain ServiceNow records for incidents, changes and interactions.
- Execute MACs, transitions and after-hours changes per processes and maintenance windows.
- Collaborate with internal teams and vendors to resolve issues and support security requirements.
- Keep technical documentation current to aid operations and knowledge sharing.
- Participate in governance meetings and support incident and problem management.
Skills
Tools
Job description
Optus is seeking a Contact Centre Specialist to deliver high-quality managed services and technical support for Cloud Contact Centre technologies across a government client. You will work in a mature ITIL environment, taking ownership of escalated issues, and supporting change and incident processes to ensure stability and superior customer experience.
The role blends hands-on troubleshooting with stakeholder engagement, contributing to customer satisfaction, compliance, process improvement, and
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