Contact Centre Specialist - Network Operations Centre

Singtel Group; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Competitive remuneration

Employee discounts

Flexible working arrangements

Job summary

Optus, a Singtel Group company, is seeking a Contact Centre Specialist to deliver technical support for Cloud Contact Centre environments. You’ll handle escalated incidents, update ServiceNow records, and work with internal teams and vendors to meet security and service requirements.

On onboarding, you’ll join a 24x7 rotating roster with 5 days on-site. Flexibility for three days in office and two days remote or home is available, along with competitive remuneration and wellbeing benefits.

Qualifications

• Strong ICT technical and operational background with experience supporting Contact Centre, Networks and Cloud technologies.
• Proven troubleshooting and analytical thinking under pressure.
• Experience working to SLAs in a Network Operations Centre (NOC).
• Familiarity with incident, problem and change management processes in ServiceNow.
• Excellent customer and vendor engagement capabilities and clear communication.

Responsibilities

• Deliver technical support for Cloud Contact Centre environments, handling escalated incidents and customer issues.
• Update and maintain ServiceNow records, ensuring accurate tracking of incidents, changes, and interactions.
• Execute complex MACs, transitions, and after-hours changes following established processes.
• Collaborate with internal teams and vendors to resolve technical issues and support security requirements.
• Keep technical documentation up to date to support operations and knowledge sharing.
• Participate in service governance meetings, providing updates and insights.

Skills

NOC experience

ServiceNow

Incident management

Change management

Customer communications

Tools

ServiceNow

Job description

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Only applicants with full Australian Citizenship can be considered for this role, due to security requirements.

Afterinitialonboarding and training this will be on a 24 x 7 rotating roster 5 daysrequiredon-site

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile,broadbandand digital solutions. Join Optus as aContact Centre Specialist, whereyou’lldeliver high‑quality managed services and technical support across Cloud Contact Centre technologies for a large government client. Working within a mature ITIL environment,you’lltake ownership of escalated issues, supportchangeand incident processes, and collaborate with customer and internal teams to ensure stability, continuity, and exceptional customer experience. This role blends hands‑on technical troubleshooting with strong stakeholder engagement, contributing to customer satisfaction, compliance, process improvement, and seamless delivery of Contact Centre services.

Your day to day will consist of

Deliver technical support for Cloud Contact Centre environments, handling escalated incidents and customer issues.

Update and maintain ServiceNow records, ensuringaccuratetracking of incidents, changes, and customer interactions.

Execute complex MACs, transitions, and after‑hours changes in line with agreed processes and maintenance windows.

Collaborate with internal teams and vendors to resolve technical issues and support customer security requirements.

Keep technical documentation current to support ongoing operations and knowledge sharing across teams.

Participate in service governance meetings, providing updates, insights, and support for incident and problem management.

What makes you perfect for the role?

Strong ICT technical and operational background with experience supportingContact Centre,Networks and Cloudtechnologies.

Proven troubleshooting, analytical thinking, and ability to manage user‑facing technical issues under pressure.

• Working to SLAs ina Network Operational Centre (NOC) environment and familiar withservice management processes.

Experience with ServiceNow, including incident, problem, and change management processes.

Ability to work autonomously with strong organisational skills and flexibility to adapt to shifting priorities.

Excellent customer and vendor engagement capabilities with a focus on positive outcomes and communication.

Strong written and verbal communication skills, including clear documentation and stakeholder updates.

Ability to coordinate across cross‑functional teams and contribute to continuous improvement initiatives.

• Willingness to learn new technologies and ways of working.

Desirable: Cloud skills, knowledge of major CC platforms, and awareness of emerging IP communications technologies

The good stuff…. |What’sin it for you?

Competitiveremunerationand employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.

Flexible working arrangements with opportunities to work three days in the office, two days remote or home.

Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office,gymand on-site childcare centre.

Competitive leave policies, includingadditional'Connected’ days to focus on culture, family, health, community, orwhatever’simportant to you.

We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.

Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.

Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).

Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support toparticipatefairly and equitably in the recruitment process, please [e-mail] or call 1800 309 170.We'rehere to help.When you contact us, pleaseadviseyour preferred method of contact and we will be in touch within 48 hours.