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XPT Software Australia Pty Ltd

Contact center support Engineer

XPT Software Australia Pty Ltd Sydney, New South Wales, Australia

IT Services and IT Consulting · 51-200 employees

15 h ago
support-engineer Mid (2-5 yrs) Contractor Australia
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About the role

Serve as the first point of contact for contact center support incidents and perform user-level troubleshooting across voice and digital channels. Coordinate with stakeholders and maintain operational documentation to ensure efficient contact center performance.

What they look for

Microsoft Dynamics 365 Genesys Cloud Amazon Connect NICE CXone Troubleshooting Fault isolation Incident management Service request management Stakeholder management IVR SIP VoIP Network troubleshooting CRM integration Azure Communication Services Omnichannel

Requirements

Requires experience in contact center operations and proficiency with platforms such as Microsoft Dynamics 365, Genesys Cloud, or Amazon Connect. Strong communication skills and technical knowledge of IVR, SIP/VoIP, and network troubleshooting are essential.

Full description

Contact Center Support Engineer (L1)

Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge (preferred).

Hands-on experience in at least one contact center platform:

· Microsoft Dynamics 365 CC

· Genesys Cloud

· Amazon Connect

· NICE CXone

User-level troubleshooting and fault isolation.

Understanding of voice and digital contact center workflows.

Incident and Service Request Management.

Strong communication and stakeholder management skills.

Nice to have skills:

Contact Center Support Engineer (L1)

IVR troubleshooting.

SIP/VoIP fundamentals.

Contact center reporting and monitoring.

Network troubleshooting (WAN/LAN, CCNA knowledge).

CRM integration awareness.

Azure Communication Services exposure.

Microsoft Dynamics Omnichannel experience.

Certification in any Contact Center platform.

Detailed Job description:

​

Contact Center Support Engineer (L1)

Serve as the first point of contact for contact center support incidents and service requests.

Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.

Monitor contact center operations and identify service-impacting issues.

Log, classify, prioritize, and track incidents through resolution.

Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.

Coordinate with business users, operations teams, telecom teams, and technology stakeholders.

Support agent desktop, routing, IVR, omnichannel, and reporting-related issues.

Maintain knowledge articles, operational runbooks, and support documentation.

Participate in shift-based and on-call support as required

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