Cloud Contact Centre Specialist 24/7 Support

Optus; Townsville City; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

$80 monthly credit

25% off Optus products

Flexible working arrangements

On-site childcare centre

Parental Leave up to 16 weeks

Optus U micro-credentials

Diversity networks

Counselling support 24/7

Job summary

Optus in Australia is seeking a Contact Centre Specialist to deliver high-quality managed services and technical support for a large government client. You’ll own escalated issues, support change and incident processes, and collaborate with customer and internal teams to ensure stability and outstanding customer experience.

The role requires on-site work with a 24x7 rotating roster. Responsibilities include updating ServiceNow records, executing MACs, coordinating with vendors, and contributing

Qualifications

• Strong ICT technical and operational background with experience supporting Contact Centre, Networks and Cloud technologies.
• Proven troubleshooting, analytical thinking and ability to manage user-facing technical issues under pressure.
• Experience with service management processes and working to SLAs in a NOC environment.

Responsibilities

• Deliver technical support for Cloud Contact Centre environments, handling escalated incidents and customer issues.
• Update and maintain ServiceNow records, ensuring accurate tracking of incidents, changes, and customer interactions.
• Execute complex MACs, transitions, and after-hours changes in line with processes and maintenance windows.
• Collaborate with internal teams and vendors to resolve technical issues and support customer security requirements.
• Keep technical documentation current to support ongoing operations and knowledge sharing.

Skills

Cloud CC

ServiceNow

NOC operations

ITIL

Stakeholder engagement

Tools

ServiceNow

Cloud platforms

Job description

Optus in Australia is seeking a Contact Centre Specialist to deliver high-quality managed services and technical support for a large government client. You’ll own escalated issues, support change and incident processes, and collaborate with customer and internal teams to ensure stability and outstanding customer experience.

The role requires on-site work with a 24x7 rotating roster. Responsibilities include updating ServiceNow records, executing MACs, coordinating with vendors, and contributing