Impactful L1 Contact Center Support Engineer

XPT Software Australia

Sydney

On-site

AUD 65,000 - 95,000

Full time

7 days ago

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Job summary

XPT Software Australia is seeking a Contact Center Support Engineer (L1) to act as the first line of support for incident and service requests across voice and digital channels. The role emphasizes hands-on troubleshooting, platform knowledge, and strong communication with business users and operations teams in a dynamic contact center environment.

Candidates should have experience in contact center operations support and familiarity with Microsoft Dynamics 365 CC (preferred) or other platforms

Qualifications

Experience in contact center operations support.
Knowledge of Microsoft Dynamics 365 Contact Center preferred.
Strong user-level troubleshooting and fault isolation.
Understanding of voice and digital contact center workflows.
Experience with incident and service request management.
Excellent 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 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, 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