Contact Centre Engineer - Baseline Cleared

Green Light Worldwide; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Green Light Worldwide is seeking a seasoned Contact Center Engineer to design, implement, and support cloud-based contact centre technologies in a large enterprise setup. You will maintain Cisco Webex Contact Center environments, address telephony issues, and ensure high availability in a 24/7 operational context.

The role requires strong networking, IVR, and cloud platform experience, with collaboration across infra, network, and application teams.

Qualifications

• Proven experience as a Contact Center Engineer in enterprise or telecommunications environments.
• Hands-on expertise with Cisco Webex Contact Center and Cisco Contact Center technologies.
• Experience with IVR, call routing, and voice infrastructure in 24/7 production settings.
• Strong networking knowledge (TCP/IP, routing/switching, SIP/VoIP) and cloud contact center platforms.

Responsibilities

• Design, implement, and configure enterprise-grade contact centre solutions.
• Support and maintain Cisco Webex Contact Center environments.
• Troubleshoot complex telephony and contact centre issues in production.
• Monitor high-availability systems in a 24/7 environment.
• Configure IVR, call routing, and customer interaction workflows.
• Provide incident resolution within established SLAs.
• Collaborate with infra, network, cloud, and apps teams for integrated solutions.
• Participate in upgrades, migrations, and optimization initiatives.
• Perform root cause analysis and preventative actions.
• Produce technical docs and knowledge articles.
• Engage stakeholders to understand operational requirements.

Skills

Cisco Webex Contact Center

Cisco Contact Center

IVR platforms

Telephony

Networking

Cloud-based CC platforms

SIP/VoIP

Routing & Switching

Job description

• Initial 6-Month Contract (extension opportunities anticipated)


• Location: Sydney, NSW


• Working Arrangement: Onsite


• Security Clearance: Baseline Clearance (minimum required)


• Environment: 24/7 Operational Contact Centre Environment


• Start Date: Immediate

We are seeking an experienced Contact Center Engineer to join a large-scale enterprise and telecommunications environment supporting mission-critical customer engagement platforms. The successful candidate will play a key role in designing, implementing, supporting, and maintaining cloud-based contact centre technologies while ensuring high availability and operational excellence.
The ideal candidate will possess strong expertise in Cisco Webex Contact Center, contact centre infrastructure, telephony systems, networking, and cloud technologies. Experience working within large enterprise, telecommunications, managed services, or customer service environments is highly desirable.

This opportunity is suited to a technically strong engineer who can thrive in complex, always-on production environments and collaborate effectively with both technical and business stakeholders.

Key Responsibilities

• Design, implement, and configure enterprise-grade contact centre solutions.


• Support and maintain Cisco Webex Contact Center environments.


• Troubleshoot and resolve complex telephony, contact centre, networking, and connectivity issues.


• Monitor and maintain high-availability production systems operating in a 24/7 environment.


• Configure and support IVR solutions, call routing, and customer interaction workflows.


• Provide operational support and incident resolution in accordance with established SLAs.


• Collaborate with infrastructure, network, cloud, and application teams to deliver integrated solutions.


• Participate in system upgrades, migrations, enhancements, and optimisation initiatives.


• Perform root cause analysis and implement preventative measures for recurring issues.


• Produce technical documentation, support procedures, and knowledge articles.


• Engage with business stakeholders to understand operational requirements and solution outcomes.


• Support testing, deployment, and transition-to-service activities.

Required Skills & Experience

• Proven experience as a Contact Center Engineer within enterprise or telecommunications environments.


• Strong hands-on experience with:
  
  
  
  • Cisco Webex Contact Center
  
  
  • Cisco Contact Center technologies
  
  
  • IVR platforms and call flow design
  
  
  • Telephony and voice infrastructure
  
  
  
  


• Experience supporting large-scale, mission-critical customer contact environments.


• Strong understanding of:
  
  
  
  • Networking technologies
  
  
  • TCP/IP
  
  
  • Routing and switching concepts
  
  
  • SIP and VoIP technologies
  
  
  
  


• Experience with cloud-based contact centre platforms.


• Strong troubleshooting and problem-solving capabilities in production environments.


• Demonstrated experience supporting systems operating under strict SLAs.


• Excellent stakeholder engagement and communication skills.

Alternative Backgrounds Considered Candidates may also be considered if they possess strong experience across similar contact centre technologies, including:

• Genesys Cloud


• Cisco UCCE / UCCX


• Amazon Connect


• NICE CXone


• Avaya Contact Center


• Other cloud-based customer engagement platforms

Candidates with experience supporting large customer service operations within telecommunications, government, utilities, banking, or enterprise organisations will be highly regarded.

Highly Regarded

• Experience with Cisco Webex Calling.


• Experience with Amazon Connect.


• Experience with NICE CXone.


• Baseline Security Clearance or higher.


• Exposure to cloud platforms such as AWS or Azure.


• Experience with automation and infrastructure management tools.


• Experience within:
  
  
  
  • Telstra
  
  
  • TPG Telecom
  
  
  • Managed Services Providers
  
  
  • Large Enterprise Contact Centres
  
  
  
  


• Relevant Cisco certifications (CCNA, CCNP, Contact Center Specialist, Webex certifications).


• Experience working within Agile and DevOps delivery environments.

At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications, please reach out to [e-mail] or call +61 *********.