Contact center support Engineer

XPT Software; Sydney; On-site; AUD 55,000 - 90,000; Full time

Job summary

XPT Software Australia Pty Ltd is seeking a Contact Center Support specialist to act as the first point of contact for incidents and service requests across voice, chat, email and digital channels.

You will perform user-level troubleshooting, monitor operations, log and classify issues, escalate complex problems to L2/L3 with diagnostics, and coordinate with business users, operations, telecom and technology stakeholders while keeping runbooks updated.

Qualifications

• Serve as the first point of contact for contact center 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 support teams 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

Responsibilities

• Serve as the first point of contact for contact center 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 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 operations

User‑level troubleshooting

Incident management

Escalation to L2/L3

Cross-functional coordination

Tools

Genesys Cloud

Microsoft Dynamics 365

Job description

• XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
• XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
• We have 120+technocrats in Australia working at our clientlocations.
• XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
• We have served100+ clients globally, fulfilling their onsite-offshoreneeds.

Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge(preferred).

Hands-on experience in at least one contactcenter platform:

• Genesys Cloud
• User-level troubleshooting and fault isolation.
• Understanding of voice and digital contact centerworkflows.
• Incident and Service Request Management.

Nice to have skills:

• Contact centerreporting and monitoring.
• Networktroubleshooting (WAN/LAN, CCNA knowledge).
• Certificationin any Contact Center platform.

Detailed Job description:

• Serve as the firstpoint of contact for contact center support incidents and service requests.
• Perform user-leveltroubleshooting and fault isolation across voice, chat, email, and digitalchannels.
• Monitor contactcenter operations and identify service-impacting issues.
• Log, classify,prioritize, and track incidents through resolution.
• Escalate complexissues to L2/L3 support teams with appropriate diagnostics and documentation.
• Coordinate withbusiness users, operations teams, telecom teams, and technology stakeholders.
• Support agentdesktop, routing, IVR, omnichannel, and reporting-related issues.
• Maintain knowledgearticles, operational runbooks, and support documentation.
• Participatein shift-based and on-call support as required