Cloud Contact Center Engineer – ITIL & Change Expert

Optus; Western Australia; On-site; AUD 60,000 - 85,000; Full time

Job summary

Optus is seeking a Contact Centre Specialist to deliver high-quality managed services and technical support across Cloud Contact Centre technologies for a government client. The role blends hands-on troubleshooting with stakeholder engagement within a mature ITIL framework.

Day-to-day work includes supporting Cloud Contact Centre environments, updating ServiceNow records, and coordinating complex changes while ensuring security and continuity across teams and vendors.

Qualifications

• Hands-on troubleshooting across Cloud Contact Centre environments.
• Experience working in ITIL-enabled service environments.
• Familiar with change management processes and security controls.

Responsibilities

• Provide technical support for Cloud Contact Centre platforms.
• Update and maintain ServiceNow records.
• Coordinate complex service changes across multiple teams and vendors.
• Engage with government stakeholders to ensure service continuity.

Skills

Troubleshooting

Stakeholder management

ITIL knowledge

Cloud technologies

Tools

ServiceNow

Job description

Optus is seeking a Contact Centre Specialist to deliver high-quality managed services and technical support across Cloud Contact Centre technologies for a government client. The role blends hands-on troubleshooting with stakeholder engagement within a mature ITIL framework.

Day-to-day work includes supporting Cloud Contact Centre environments, updating ServiceNow records, and coordinating complex changes while ensuring security and continuity across teams and vendors.