Contact center support Engineer

XPT Software; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

XPT Software in Sydney, Australia seeks an experienced Contact Center Support specialist to manage incidents across voice, chat, and email. You will troubleshoot user-level issues, monitor operations, and coordinate with business and tech stakeholders to keep contact center services running smoothly.

The role requires hands-on experience with contact center platforms, preferably Genesys Cloud and Microsoft Dynamics 365 Contact Center, along with strong communication skills and issue escalation

Qualifications

• Experience as the first point of contact for contact center support Incidents.
• Hands-on 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 with diagnostics to L2/L3 teams.
• Coordinate with business users, operations, telecom and technology stakeholders.
• Maintain knowledge articles, runbooks and support documentation.
• Participate in shift-based and on-call support.

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 and support runbooks, and participate in on-call shifts.

Skills

Contact Center Ops

Troubleshooting

Stakeholder management

Communication

Tools

Genesys Cloud

Microsoft Dynamics 365 CC

Job description

Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands-on experience in at least one contact center platform:

• Genesys Cloud

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:

• Contact center reporting and monitoring.
• Network troubleshooting (WAN/LAN, CCNA knowledge).
• 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