Senior Contact Centre Platform Engineer & Operations Lead

The HR Ally; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

The HR Ally seeks a Senior Service Engineer to oversee end-to-end operational delivery for its contact centre platform. You will lead L3 support alongside blended L1/L2 resources, ensuring alignment with ITIL practices and delivering robust, scalable infrastructure services.

You will drive incident, problem and change management, provide escalation support, and contribute to runbooks, SOPs, and platform performance improvements across cross-functional teams.

Qualifications

• 8+ years of IT industry experience.

Responsibilities

• Oversee end-to-end operational delivery as part of an internal L3 support team, aligned with ITIL practices.
• Lead end-to-end Incident Management processes ensuring timely resolution and minimal service disruption.
• Contribute to Problem Management activities including RCA and PIR to drive remediation of issues.
• Manage Change and Release processes to ensure controlled and compliant implementations.
• Act as a technical escalation point for IT, business stakeholders and contact centre operations teams.
• Develop, maintain and continuously improve SOPs, runbooks and support artefacts.
• Perform technical and business impact assessments for complex changes within the operational environment.
• Monitor, manage and optimise platform performance, driving automation and efficiency improvements.
• Support Service Owners and Operations Managers with Infrastructure and Service Engineering input.
• Collaborate with cross-functional contact centre platform teams to ensure seamless operations and enhancement of platform capabilities.

Education

Bachelor's degree in IT or related discipline

Tools

Avaya

Verint

Aspect Dialler

WFM

AppDynamics

Splunk

Elastic

Aternity

Power BI

Oracle EOM

ServiceNow

PowerShell

MO365

Job description

The HR Ally seeks a Senior Service Engineer to oversee end-to-end operational delivery for its contact centre platform. You will lead L3 support alongside blended L1/L2 resources, ensuring alignment with ITIL practices and delivering robust, scalable infrastructure services.

You will drive incident, problem and change management, provide escalation support, and contribute to runbooks, SOPs, and platform performance improvements across cross-functional teams.