Contact Center Solutions Engineer

XPT Software; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Job summary

XPT Software in Melbourne, Australia is seeking a Contact Center Support Engineer (L1) to be the first point of contact for incidents across voice, chat, email, and digital channels. You will perform user-level troubleshooting, monitor operations, and coordinate with cross-functional teams to resolve issues.

The role requires experience in contact center operations, knowledge of Dynamics 365 CC (preferred), and hands-on experience with platforms like Genesys Cloud, Amazon Connect, or NICE CXone.

Qualifications

• Serve as first point of contact for contact center support incidents and service requests.
• Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.
• Monitor contact center operations and identify service-impacting issues.
• Log, classify, prioritize, and track incidents through resolution.
• Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
• Coordinate with business users, operations teams, telecom teams, and technology stakeholders.
• Support agent desktop, routing, IVR, omnichannel, and reporting-related issues.
• Maintain knowledge articles, operational runbooks, and support documentation.
• Participate in shift-based and on-call support as required.

Responsibilities

• Serve as the first point of contact for contact center support incidents and service requests.
• Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.
• Monitor contact center operations and identify service-impacting issues.
• Log, classify, prioritize, and track incidents through resolution.
• Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
• Coordinate with business users, operations teams, telecom teams, and technology stakeholders.
• Support agent desktop, routing, IVR, omnichannel, and reporting-related issues.
• Maintain knowledge articles, operational runbooks, and support documentation.
• Participate in shift-based and on-call support as required.

Skills

Contact Center Ops

Dynamics 365 CC

Genesys Cloud

Voice/IVR troubleshooting

SIP/VoIP

Tools

Amazon Connect

NICE CXone

MD Dynamics 365 CC

Job description

XPT Software in Melbourne, Australia is seeking a Contact Center Support Engineer (L1) to be the first point of contact for incidents across voice, chat, email, and digital channels. You will perform user-level troubleshooting, monitor operations, and coordinate with cross-functional teams to resolve issues.

The role requires experience in contact center operations, knowledge of Dynamics 365 CC (preferred), and hands-on experience with platforms like Genesys Cloud, Amazon Connect, or NICE CXone.