Contact center support Engineer

XPT Software Australia; Sydney; On-site; AUD 65,000 - 95,000; Full time

Job summary

XPT Software Australia is seeking a Contact Center Support Engineer (L1) to act as the first line of support for incident and service requests across voice and digital channels. The role emphasizes hands-on troubleshooting, platform knowledge, and strong communication with business users and operations teams in a dynamic contact center environment.

Candidates should have experience in contact center operations support and familiarity with Microsoft Dynamics 365 CC (preferred) or other platforms

Qualifications

• Experience in contact center operations support.
• Knowledge of Microsoft Dynamics 365 Contact Center preferred.
• Strong user-level troubleshooting and fault isolation.
• Understanding of voice and digital contact center workflows.
• Experience with incident and service request management.
• Excellent communication and stakeholder management skills.

Responsibilities

• Serve as the first point of contact for contact center support incidents and service requests.
• Perform user-level troubleshooting 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 with 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 experience

Troubleshooting

Stakeholder management

Voice/digital workflows

Incident management

Communication skills

Tools

Microsoft Dynamics 365 CC

Genesys Cloud

Amazon Connect

NICE CXone

Job description

Contact Center Support Engineer (L1)

Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands-on Experience In At Least One Contact Center Platform

• Microsoft Dynamics 365 CC
• Genesys Cloud
• Amazon Connect
• NICE CXone

User-level troubleshooting and fault isolation.

Understanding of voice and digital contact center workflows.

Incident and Service Request Management.

Strong communication and stakeholder management skills.

Nice To Have Skills

• IVR troubleshooting.
• SIP/VoIP fundamentals.
• Contact center reporting and monitoring.
• Network troubleshooting (WAN/LAN, CCNA knowledge).
• CRM integration awareness.
• Azure Communication Services exposure.
• Microsoft Dynamics Omnichannel experience.
• Certification in any Contact Center platform.

Detailed Job Description

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