Impactful L1 Contact Center Engineer – Flexible Workplace

Xpt Software Australia; Sydney; Hybrid; AUD 117.000 - 129.000; Vollzeit

Benefits dieser Stelle

Office location in Parramatta

Zusammenfassung

XPT Software Australia is seeking an experienced L1 Contact Center Support Engineer to join our Parramatta team. You will be the first point of contact for incidents across voice, chat, email and digital channels, performing user-level troubleshooting and coordinating with L2/L3 as needed.

Strong communication, stakeholder management and knowledge of contact center platforms (Genesys Cloud, Dynamics 365) are essential.

Qualifikationen

• Experience in contact center operations and incident management.
• Proficiency with at least one contact center platform.
• Knowledge of voice and digital contact center workflows.
• Microsoft Dynamics 365 Contact Center knowledge preferred.
• Strong communication and stakeholder management.
• CCNA knowledge and network troubleshooting is a plus.

Aufgaben

• Serve as the first point of contact for contact center support 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 with diagnostics and documentation.
• Coordinate with business users and technology stakeholders.
• Support agent desktop, routing, IVR, omnichannel and reporting issues.
• Maintain knowledge articles and runbooks.
• Participate in shift-based and on-call support.

Kenntnisse

Contact Center Operations Support

User-level troubleshooting

Communication & stakeholder management

Problem solving / fault isolation

Monitoring & reporting

Shift-based/on-call support

Customer service mindset

Ausbildung

Degree in a related field

Tools

Genesys Cloud

Microsoft Dynamics 365 Contact Center

CCNA knowledge

Jobbeschreibung

XPT Software Australia is seeking an experienced L1 Contact Center Support Engineer to join our Parramatta team. You will be the first point of contact for incidents across voice, chat, email and digital channels, performing user-level troubleshooting and coordinating with L2/L3 as needed.

Strong communication, stakeholder management and knowledge of contact center platforms (Genesys Cloud, Dynamics 365) are essential.