Service Engineer (Contact Centre, Avaya)

The HR Ally; Sydney; On-site; AUD 120,000 - 170,000; Full time

Job summary

The HR Ally is seeking a Senior Service Engineer for its Contact Centre platform to support Avaya-based operations and ITIL-aligned processes in Sydney. You will manage daily service delivery and act as a technical escalation point for internal teams and stakeholders.

You will contribute to incident and problem management, change control, and documentation, while driving platform performance improvements and automation across the service landscape.

Qualifications

• 8+ years of experience in the IT industry with contact centre tech (Avaya, Verint, Aspect).
• 3+ years in service delivery operations across multiple IT platforms.
• Strong analytical and troubleshooting capabilities in complex environments.
• Experience with financial services is desirable.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee end-to-end operational delivery with ITIL-aligned processes.
• Lead end-to-end Incident Management to ensure timely resolution and minimal disruption.
• Contribute to Problem Management with RCA and PIR analyses.
• Manage Change and Release processes in a controlled, compliant manner.
• Act as a technical escalation point for IT, business, and contact centre teams.
• Develop and maintain SOPs, runbooks and support artefacts.
• Perform impact assessments for complex changes and inform governance decisions.
• Monitor, manage and optimise platform performance and drive automation.
• Support Service Owners and Operations Managers with engineering inputs.
• Collaborate with cross-functional teams to enhance platform capabilities.

Skills

Analytical skills

Troubleshooting

Communication skills

Incident management

Education

Tertiary IT qualification

Tools

Avaya

Verint

Aspect

WFM

Power BI

Splunk

Elastic

Aternity

Service Now

PowerShell

MO365

Job description

Service Engineer (Contact Centre, Avaya)

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:

• 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
• Strong technical background in multiple Infrastructure domains.