Service Engineer

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

Role: Service Engineer

Location: Sydney

Eligibility: Australian PRs & Citizens, no sponsorship is provided

Role Summary

The Senior Service Engineer Contact Centre platform is responsible for assisting in the development and maintenance of service reference architecture and standards and for designing services or patterns leading to robust, flexible and quality Infrastructure services and solutions. This is in addition to managing the daily operations of the service.

Key Responsibilities

• Oversee end-to-end operational delivery, Work as part of an internal L3 support team alongside a blended L1/L2 model comprising both internal and vendor resources, ensuring alignment with ITIL best practices.
• Lead end-to-end Incident Management processes, ensuring timely resolution, effective communication, and minimal service disruption.
• Contribute to Problem Management activities, including root cause analysis (RCA) and post-incident reviews (PIR), driving identification and remediation of underlying issues.
• Manage Change and Release processes, ensuring all changes are assessed, approved, and implemented in a controlled and compliant manner.
• Act as a technical escalation point, providing expert support and guidance to IT, business stakeholders, and contact centre operations teams.
• Develop, maintain, and continuously improve operational documentation, including standard operating procedures (SOPs), runbooks, and support artefacts.
• Perform technical and business impact assessments for complex changes within the operational environment, providing recommendations to support effective decision-making within the change governance process.
• Monitor, manage, and optimise platform performance, driving automation, operational efficiencies, and continuous improvement initiatives across the service.
• Support Service Owners and Operations Managers by providing Infrastructure and Service Engineering inputs to enable effective governance and decision-making.
• Collaborate closely with cross-functional contact centre platform teams, including engineering, delivery, and business stakeholders, to ensure seamless service operations and continuous enhancement of platform capabilities.

Technical and Industry Expertise:

• 8+ years' experience in IT industry (Avaya, Verint, Aspect etc).
• Experience with Contact Centre technology/tools including Avaya, Verint, Aspect Dialler, WFM, Voice, AppDynamics, Splunk, Elastic, Aternity, Power BI, Oracle EOM, Service Now, PowerShell , MO365, etc
• Three years' experience in service delivery operations and a broad range of IT platforms and disciplines
• Experience in a financial services industry desirable
• Strong analytical and troubleshooting skills
• Ability to handle critical production issues
• Strong written and verbal communication skills desirable
• Good understanding of Avaya Aura Platform and Protocols like SIP & H.323.
• Work with OEM, telecom providers, and customer technical teams.
• Lead Major Incident Management and provide technical ownership.

Technology Expertise required:

• Communication Manager, System Manager, Session manager version 10.2
• Avaya CMS 20.X
• AES version10.1.2
• AudioCodes 7.4
• Nuance Version NSS 11.0.12
• G450 Gateways (MP160) 40.20.0
• Verint version 15.2

Education:

• Tertiary qualifications in IT or related discipline, or equivalent experience
• Avaya certification preferred.
• Post graduate qualifications are desirable
• Strong technical background in multiple Infrastructure domains.
• ITIL v4 desirable.