Impactful L1 Contact Center Support Engineer

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

• What Impactful L1 Contact Center Support Engin...

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Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands-on experience in at least one contact center platform:

• · Genesys Cloud
• 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.
• Nice to have skills:

Contact center reporting and monitoring.

Network troubleshooting (WAN/LAN, CCNA knowledge).

Certification in any Contact Center platform.

Detailed Job description:

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

• Business Analyst with 7+ years experience
• Understanding of the Contact Center domain

Experience in Contact Center nice CxOne

Responsibilities

• Gather requirements & create Functional Specification Document

Should liaison with the Senior management & business stakeholders

About XPT:

• XPT Software Australia PTY Ltd, incorporated in 2016, is a Software services company catering to a vast variety of clients across Australia in Banking, Insurance, Telecom, Mining and Manufacturing etc domains.

• We have 90+ technocrats in Australia working at our client project locations at Melbourne, Sydney, Brisbane, Perth, Adelaide etc.

• We engage with our clients for their IT services, R&D, Staff augmentation and Permanent hiring needs for Australia

• XPT Software Australia is part of group companies which has global presence across India (Bengaluru, Chandigarh), Europe ( Berlin, Sweden, Poland)

• We have served 100+ clients globally fulfilling their onsite-offshore needs through local hiring or sponsored work visas

• With our strengths and capabilities, we aspire to support GLOBAL OEMs, Tier 1, Tier 2 companies in Automotive, Aerospace, BFSI, Consumer/Healthcare and Telecom space

• Visit below link to see more opportunities with us

Help shape NSW by connecting customers with better planning services.

• 2x Temporary (Up to 6 months) full-time opportunity,
• Office location based in Parramatta with flexible working supported
• Salary relative to experience, and ranges from $116,981 to $129,492 + super

In this role you will

Be the first point of contact for customers navigating Development Coordination Authority services. You’ll respond to enquiries, provide clear guidance and connect customers with the right technical expertise.

You’ll balance high enquiry volumes with complex customer needs while keeping service accurate and timely. You’ll also help identify service improvements that make processes easier and improve the customer experience.

• Excellent communication skills, with the ability to provide clear, accurate advice and communicate effectively with diverse customers and stakeholders.
• Strong problem-solving skills, with sound judgement to navigate complex enquiries, identify issues and develop practical solutions.
• Strong time management and organisational skills, with the ability to manage competing priorities and high-volume workloads while maintaining quality and accuracy.
• Outstanding stakeholder engagement skills, with the ability to build collaborative relationships and work across teams to achieve positive customer outcomes.
• Degree qualification in a related relevant discipline or equivalent relevant experience

Join our team and shape your world in a workplace that empowers you to do your best work and build a meaningful career. In this role, you’ll help shape lives and communities across NSW while growing your own career, supported by flexible work options, impactful projects and a collaborative, diverse team. As a high-performing and inclusive organisation that reflects the communities we serve, we value your lived experience and cultural knowledge, and we are committed to helping you thrive through flexible arrangements, workplace adjustments and a culture where everyone feels supported, connected and belongs.

Applications close Tuesday 27 Oct 2026 at 11:55pm.

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment.This role is subject to standard pre-employment checks, including a criminal record check.

Shape your world, in the team that shapes NSW communities, spaces and economies

Permanent full-time (35 hours per week) opportunity,

Office location based in Parramatta CBD with flexible working supported

Salary relative to experience, and ranges from $