Senior Contact Centre Specialist

Singapore Telecommunications; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Employee discounts

Free counselling 24/7

On-site parking

Optus bus service

Job summary

Optus Enterprise Managed Services seeks 3 Senior Contact Centre Specialists to deliver expert support for enterprise CC environments, ensuring SLAs and high service quality. You will lead incidents, changes, and improvements while advising customers and stakeholders on best practices.

You will combine deep CC knowledge with cloud platforms (AWS) and CC tools (CXone, Omilia, Verint) to drive resilient, scalable solutions and strong partner relationships.

Qualifications

• 7+ years' experience in Contact Centre support, operations, and/or implementation.
• Experience across cloud and enterprise Contact Centre environments.
• Strong technical capability in contact centre design, implementation, and support across CXone, Omilia, AWS, Cisco, Avaya, NICE, Calabrio, and Verint.

Responsibilities

• Deliver managed services support for enterprise Contact Centre platforms, ensuring SLAs are met or exceeded.
• Own technical incidents and service requests, driving resolution with clear updates to customers and stakeholders.
• Collaborate with customers, vendors, and internal teams to manage incidents, problems, changes and service improvements.

Skills

Contact Centre

Cloud platforms

CXone

Omilia

AWS

Tools

CXone

Omilia

AWS

Cisco

Avaya

NICE

Calabrio

Verint

Job description

Singapore Telecommunications – Macquarie Park NSW

Every day, millions of Australians connect, work, stream, and stay in touch on the Optus network. When it works seamlessly, it's easy to take for granted. But behind it is a team making thousands of decisions every day - decisions that keep people, businesses and communities connected.

We are seeking 3 x Senior Contact Centre Specialists to join Optus Enterprise Managed Services. In this customer-focused role, you will deliver technical support and managed services for enterprise Contact Centre environments, ensuring service excellence and SLA performance.

We are looking for experienced Contact Centre professionals who bring expertise in at least one of the following specialist areas: CXone/IVR Foundational Frameworks (including API integrations, call flows, and JavaScript), Omilia/NLU technologies (including voice biometrics, databases, and JavaScript), or AWS cloud platforms (including ECR, EKS, EC2, S3, VPCs, WAFs, CloudWatch, and Lambda).

What You’ll Do

• Deliver exceptional managed services support for enterprise Contact Centre platforms, ensuring customer SLAs are consistently met or exceeded.
• Take ownership of technical incidents and service requests, driving resolution of complex and high-priority issues while providing clear, timely updates to customers and stakeholders.
• Collaborate closely with customers, vendors, and internal teams to manage incidents, problems, changes, and service improvements across Contact Centre environments.
• Support the successful delivery of changes, upgrades, and complex service requests, ensuring activities are completed accurately, on time, and in accordance with operational processes.
• Create, maintain, and enhance technical documentation and knowledge articles, while sharing expertise to improve team capability and service delivery outcomes.
• Act as a trusted technical advisor, staying current with Contact Centre and cloud technologies, supporting new solution transitions, feature adoption, and continuous improvement initiatives.

What You Bring

• 7+ years' experience in Contact Centre support, operations, and/or implementation, with proven expertise across cloud and enterprise Contact Centre environments.
• Strong technical capability in Contact Centre design, implementation, and support, with experience across platforms such as CXone, Omilia, AWS, Cisco, Avaya, NICE, Calabrio, and Verint.
• Demonstrated ability to act as a trusted advisor, combining business acumen with technical expertise to support customers, stakeholders, and vendors.
• Excellent troubleshooting, escalation management, and problem-solving skills, with the ability to diagnose complex issues, drive resolution, and maintain high-quality technical documentation.
• Exceptional communication and stakeholder management skills, with experience building strong customer and vendor relationships and delivering outstanding customer experiences.
• A proactive and adaptable mindset, with knowledge of ITIL service management practices, the ability to perform under pressure, work autonomously, and a commitment to continuous learning and emerging Contact Centre technologies.

The good stuff….

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners - making everyday life a little more affordable. Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• An office campus that has it all - cafes chill out zones, GP, post office, gym and on-site childcare centre. It's designed for real life.
• Great leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer with free counselling and support services, available 24/7 in-person, by phone, SMS, or video.
• A free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon. Or, heaps of onsite parking. Plus, end of trip facilities with lockers, showers, irons and hair dryers.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email ***************@optus.com.au or call 1800 309 ***.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity