Senior Service Engineer, Contact Center Platform

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

Job summary

The HR Ally in Sydney is seeking a Senior Service Engineer to help develop and maintain service reference architecture and standards for contact centre infrastructure. You will design services and patterns that deliver robust, flexible solutions and manage daily operations.

You will lead incident management, problem management, change and release governance, and act as a technical escalation point for IT and contact centre teams.

Qualifications

• 8+ years in IT with contact centre tech stack.
• Experience with Avaya, Verint, Aspect, WFM, and monitoring tools.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication.

Responsibilities

• Oversee end-to-end operational delivery, aligning with ITIL standards.
• Lead end-to-end Incident Management processes to minimize disruption.
• Contribute to Problem Management with RCA and PIR activities.
• Manage Change and Release processes with formal governance.
• Act as a technical escalation point for IT and contact centre teams.
• Develop and maintain SOPs, runbooks, and support artefacts.
• Perform technical and business impact assessments for changes.
• Monitor and optimise platform performance and drive automation.
• Support Service Owners and Operations Managers with engineering inputs.
• Collaborate with cross-functional platform teams for continuous service enhancement.

Skills

Analytical thinking

Troubleshooting

Incident management

Communication skills

Production issues

Education

Tertiary IT qualification

Avaya certification

Postgraduate qualifications desirable

ITIL v4 desirable

Strong infra background

Tools

Avaya

Verint

Aspect Dialer

WFM

AppDynamics

Splunk

Elastic

Aternity

Power BI

Oracle EOM

ServiceNow

PowerShell

Microsoft 365

Job description

The HR Ally in Sydney is seeking a Senior Service Engineer to help develop and maintain service reference architecture and standards for contact centre infrastructure. You will design services and patterns that deliver robust, flexible solutions and manage daily operations.

You will lead incident management, problem management, change and release governance, and act as a technical escalation point for IT and contact centre teams.