Senior Enterprise Contact Centre Specialist

Singtel; Sydney; Hybrid; Confidential; Full time

Benefits offered by this job

Monthly credit: AUD 80

Product discounts (Optus partners)

Hybrid work arrangement

On-site campus facilities

Job summary

Optus Enterprise Managed Services is seeking 3 Senior Contact Centre Specialists to deliver technical support for enterprise Contact Centre environments in Sydney. You will manage incidents, drive resolution, and align with SLAs while collaborating with customers, vendors and internal teams on changes and service improvements.

The role requires 7+ years in contact centre support with hands-on experience across CXone, Omilia, and AWS, plus strong advisory and documentation skills.

Qualifications

• 7+ years' experience in Contact Centre support, operations, and/or implementation.
• Strong technical capability across CXone, Omilia, AWS, Cisco, Avaya, NICE, Calabrio, and Verint.
• Ability to act as a trusted advisor with business acumen and technical expertise.
• Excellent troubleshooting, escalation management and documentation skills.

Responsibilities

• Deliver exceptional managed services support for enterprise Contact Centre platforms, ensuring SLAs are met or exceeded.
• Take ownership of incidents and service requests, driving resolution for high-priority issues with clear updates.
• Collaborate with customers, vendors, and internal teams to manage incidents, problems, changes, and service improvements.
• Support changes, upgrades, and complex requests, ensuring timely, accurate delivery per processes.
• Create, maintain and enhance technical documentation and knowledge articles.
• Act as a trusted technical advisor, staying current with Contact Centre and cloud technologies.

Skills

CXone

Omilia

AWS

Cisco

Avaya

NICE

Calabrio

Verint

Job description

Optus Enterprise Managed Services is seeking 3 Senior Contact Centre Specialists to deliver technical support for enterprise Contact Centre environments in Sydney. You will manage incidents, drive resolution, and align with SLAs while collaborating with customers, vendors and internal teams on changes and service improvements.

The role requires 7+ years in contact centre support with hands-on experience across CXone, Omilia, and AWS, plus strong advisory and documentation skills.