Contact Center Support Engineer – Omnichannel Troubleshooter

Xpt Software Australia Pty Ltd; Sydney; On-site; AUD 65,000 - 100,000; Full time

Job summary

Xpt Software Australia Pty Ltd is seeking a Contact Center Support Engineer to join our Sydney-based team. You will be the first point of contact for incidents and service requests across voice, chat, email, and other digital channels.

The role requires hands-on troubleshooting, the ability to log and escalate issues, and effective collaboration with operations, telecom, and technology stakeholders. On-call shifts may be required.

Qualifications

• 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.

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

Troubleshooting

Contact center workflows

Incident & service requests

Stakeholder communication

Job description

Xpt Software Australia Pty Ltd is seeking a Contact Center Support Engineer to join our Sydney-based team. You will be the first point of contact for incidents and service requests across voice, chat, email, and other digital channels.

The role requires hands-on troubleshooting, the ability to log and escalate issues, and effective collaboration with operations, telecom, and technology stakeholders. On-call shifts may be required.