Service Engineer (Contact Centre, Avaya) - Sydney

The HR Ally; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

The HR Ally seeks a Senior Service Engineer to oversee end-to-end operational delivery for its contact centre platform. You will lead L3 support alongside blended L1/L2 resources, ensuring alignment with ITIL practices and delivering robust, scalable infrastructure services.

You will drive incident, problem and change management, provide escalation support, and contribute to runbooks, SOPs, and platform performance improvements across cross-functional teams.

Qualifications

• 8+ years of IT industry experience.

Responsibilities

• Oversee end-to-end operational delivery as part of an internal L3 support team, aligned with ITIL practices.
• Lead end-to-end Incident Management processes ensuring timely resolution and minimal service disruption.
• Contribute to Problem Management activities including RCA and PIR to drive remediation of issues.
• Manage Change and Release processes to ensure controlled and compliant implementations.
• Act as a technical escalation point for IT, business stakeholders and contact centre operations teams.
• Develop, maintain and continuously improve SOPs, runbooks and support artefacts.
• Perform technical and business impact assessments for complex changes within the operational environment.
• Monitor, manage and optimise platform performance, driving automation and efficiency improvements.
• Support Service Owners and Operations Managers with Infrastructure and Service Engineering input.
• Collaborate with cross-functional contact centre platform teams to ensure seamless operations and enhancement of platform capabilities.

Education

Bachelor's degree in IT or related discipline

Tools

Avaya

Verint

Aspect Dialler

WFM

AppDynamics

Splunk

Elastic

Aternity

Power BI

Oracle EOM

ServiceNow

PowerShell

MO365

Job description

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

• Nuance Version NSS 11.0.12

Education

• Tertiary qualifications in IT or related discipline, or equivalent experience
• Strong technical background in multiple Infrastructure domains.