Contact Center Engineer – Cisco Webex, 24/7 Onsite Sydney

Green Light Worldwide

Sydney

On-site

AUD 90,000 - 130,000

Full time

9 days ago

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Job summary

Green Light Worldwide is seeking a seasoned Contact Center Engineer to design, implement, and support cloud-based contact centre technologies in a large enterprise setup. You will maintain Cisco Webex Contact Center environments, address telephony issues, and ensure high availability in a 24/7 operational context.

The role requires strong networking, IVR, and cloud platform experience, with collaboration across infra, network, and application teams.

Qualifications

Proven experience as a Contact Center Engineer in enterprise or telecommunications environments.
Hands-on expertise with Cisco Webex Contact Center and Cisco Contact Center technologies.
Experience with IVR, call routing, and voice infrastructure in 24/7 production settings.
Strong networking knowledge (TCP/IP, routing/switching, SIP/VoIP) and cloud contact center platforms.

Responsibilities

Design, implement, and configure enterprise-grade contact centre solutions.
Support and maintain Cisco Webex Contact Center environments.
Troubleshoot complex telephony and contact centre issues in production.
Monitor high-availability systems in a 24/7 environment.
Configure IVR, call routing, and customer interaction workflows.
Provide incident resolution within established SLAs.
Collaborate with infra, network, cloud, and apps teams for integrated solutions.
Participate in upgrades, migrations, and optimization initiatives.
Perform root cause analysis and preventative actions.
Produce technical docs and knowledge articles.
Engage stakeholders to understand operational requirements.