CCaaS/UCaaS Support Engineer – On-site Chatswood

Lake Corporation Pty Ltd; Willoughby; On-site; AUD 70,000 - 110,000; Full time

Job summary

Lake Corporation Pty Ltd in Australia seeks a Technical Support Engineer for CCaaS, UCaaS and Agentic AI. The role is full-time and on-site in Chatswood, NSW, supporting cloud contact center and unified communications, diagnosing issues and guiding clients through configuration.

You will work with internal teams, document solutions, contribute to knowledge bases, and participate in after-hours maintenance when required.

Qualifications

• Strong troubleshooting skills across CCaaS, UCaaS and cloud communications.
• Analytical skills to interpret logs, data and system behavior for root causes.
• Customer service focus with clear communication and stakeholder management.
• Familiarity with TCP/IP, SIP, firewalls and VPNs; cloud-based solutions experience helpful.
• Ability to document procedures and follow incident/change mgmt processes.
• Technical certification or tertiary IT qualification preferred.
• On-site in Chatswood, NSW with a proactive learning mindset.

Responsibilities

• Diagnose and resolve CCaaS, UCaaS, and AI-driven solution issues.
• Manage and escalate support tickets; perform root-cause analysis.
• Document solutions and contribute to knowledge base articles.
• Guide clients through configuration and usage to ensure high availability.
• Collaborate with internal teams on implementations and testing.
• Occasional after-hours support or planned maintenance as needed.

Skills

CCaaS troubleshooting

UCaaS troubleshooting

VoIP

Root cause analysis

Customer service

Networking basics

Cloud infrastructure

Knowledge base

Education

Technical certification or IT degree

Job description

Lake Corporation Pty Ltd in Australia seeks a Technical Support Engineer for CCaaS, UCaaS and Agentic AI. The role is full-time and on-site in Chatswood, NSW, supporting cloud contact center and unified communications, diagnosing issues and guiding clients through configuration.

You will work with internal teams, document solutions, contribute to knowledge bases, and participate in after-hours maintenance when required.