Technical Support Engineer - CCaaS, UCaaS and Agentic AI

Lake Corporation Pty Ltd; Willoughby; On-site; AUD 70,000 - 110,000; Full time

Job summary

Lake Corporation Pty Ltd in Australia seeks a Technical Support Engineer for CCaaS, UCaaS and Agentic AI. The role is full-time and on-site in Chatswood, NSW, supporting cloud contact center and unified communications, diagnosing issues and guiding clients through configuration.

You will work with internal teams, document solutions, contribute to knowledge bases, and participate in after-hours maintenance when required.

Qualifications

• Strong troubleshooting skills across CCaaS, UCaaS and cloud communications.
• Analytical skills to interpret logs, data and system behavior for root causes.
• Customer service focus with clear communication and stakeholder management.
• Familiarity with TCP/IP, SIP, firewalls and VPNs; cloud-based solutions experience helpful.
• Ability to document procedures and follow incident/change mgmt processes.
• Technical certification or tertiary IT qualification preferred.
• On-site in Chatswood, NSW with a proactive learning mindset.

Responsibilities

• Diagnose and resolve CCaaS, UCaaS, and AI-driven solution issues.
• Manage and escalate support tickets; perform root-cause analysis.
• Document solutions and contribute to knowledge base articles.
• Guide clients through configuration and usage to ensure high availability.
• Collaborate with internal teams on implementations and testing.
• Occasional after-hours support or planned maintenance as needed.

Skills

CCaaS troubleshooting

UCaaS troubleshooting

VoIP

Root cause analysis

Customer service

Networking basics

Cloud infrastructure

Knowledge base

Education

Technical certification or IT degree

Job description

Company Description

Lake Corporation Pty Ltd is an Australian-owned company that has delivered and supported specialist technology solutions since 1992. The organization focuses on intelligent contact center, multimedia, desktop automation, cyber security, and voice technology, all backed by professional services, training, and ongoing support. Lake Corporation works with a diverse client base, including major banks, financial institutions, retailers, telecommunications carriers, service bureaus, and not-for-profit organizations. Team members join a trusted provider known for long-term partnerships and a commitment to effective business solutions.

Role Description

The Technical Support Engineer – CCaaS, UCaaS and Agentic AI is a full-time, on-site role based in Chatswood, NSW. This role involves providing technical support for cloud contact center (CCaaS), unified communications (UCaaS), and AI-driven solutions, including diagnosing and resolving system, network, and application issues. The Technical Support Engineer will manage support tickets, perform root cause analysis, document solutions, and elevate complex incidents when necessary. Day-to-day responsibilities include collaborating with clients to understand their technical environments, guiding them through configuration and usage, and ensuring high availability and performance of deployed solutions. The role also requires close cooperation with internal teams on implementation projects, testing new features, contributing to knowledge bases, and participating in occasional after-hours support or planned maintenance as needed.

Qualifications

• Strong technical support and troubleshooting skills, with experience diagnosing issues in CCaaS, UCaaS, VoIP, or related cloud communication platforms.
• Demonstrated analytical skills for interpreting logs, monitoring data, and system behavior to perform effective root cause analysis.
• Customer support and customer service skills, with the ability to communicate clearly, manage expectations, and build trust with diverse stakeholders.
• Familiarity with networking fundamentals (TCP/IP, SIP, firewalls, VPNs) and cloud infrastructure concepts; experience with contact center or AI-based solutions is beneficial.
• Ability to document procedures, create knowledge base articles, and follow structured incident and change management processes.
• Relevant technical certification or tertiary qualification in Information Technology, Computer Science, or a related field is preferred.
• Comfort working on-site in a collaborative team environment in Chatswood, NSW, with a proactive approach to learning new tools and technologies.