Senior Avaya Service Engineer – Contact Center Ops

The Hr Ally; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

The Hr Ally in Sydney seeks a Senior Service Engineer to help design and maintain robust service reference architectures and manage daily operations of the contact centre platform.

You will lead end-to-end incident management, participate in problem management, and drive change and release governance while collaborating with engineering, delivery, and business stakeholders to optimise platform performance.

Qualifications

• 8+ years in IT industry with hands-on service delivery experience.
• Experience with contact centre technology and related tools.
• Strong incident and problem management capabilities.
• Excellent analytical and troubleshooting skills.
• Strong written and verbal communication skills.

Responsibilities

• Oversee end-to-end operational delivery in a multi-resource environment.
• Lead end-to-end Incident Management processes with ITIL alignment.
• Contribute to Problem Management activities including RCA and PIR.
• Manage Change and Release processes in a controlled manner.
• Act as a technical escalation point for stakeholders and operations teams.
• Develop, maintain, and improve SOPs, runbooks, and artefacts.
• Perform technical and business impact assessments for changes.
• Monitor and optimise platform performance with automation initiatives.
• Support Service Owners and Operations Managers with governance inputs.
• Collaborate with cross-functional platform teams to enhance service operations.

Skills

IT operations

Incident management

Service delivery

Analytical troubleshooting

Communication skills

Education

IT related degree

Avaya certification

Postgraduate qualifications

ITIL v4 knowledge

Tools

Avaya

Verint

Aspect Dialler

WFM

AppDynamics

Splunk

Elastic

Aternity

Power BI

Oracle EOM

ServiceNow

PowerShell

MO365

Job description

The Hr Ally in Sydney seeks a Senior Service Engineer to help design and maintain robust service reference architectures and manage daily operations of the contact centre platform.

You will lead end-to-end incident management, participate in problem management, and drive change and release governance while collaborating with engineering, delivery, and business stakeholders to optimise platform performance.