NOC Contact Centre Specialist - Cloud & Incident Support

Singapore Telecommunications

Sydney

On-site

AUD 70,000 - 100,000

Full time

10 days ago

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Benefits offered by this job

Flexible working arrangements

Employee discounts

On-site amenities

Parental leave support

Job summary

Optus is seeking a Contact Centre Specialist to deliver high-quality managed services and technical support across Cloud Contact Centre technologies for a large government client. You will own escalated issues, support change and incident processes, and collaborate with customer and internal teams to ensure stability and exceptional customer experience.

This role blends hands-on troubleshooting with stakeholder engagement, contributing to customer satisfaction, compliance, and continuous

Qualifications

Strong ICT technical and operational background with experience supporting Contact Centre, Networks and Cloud technologies.
Proven troubleshooting, analytical thinking, and ability to manage user-facing technical issues under pressure.
Working to SLAs in a Network Operational Centre (NOC) environment and familiar with service 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

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 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.