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Contact center support Engineer

XPT Software Australia Pty Ltd
Posted 7 days ago, valid for 9 days
Location

Sydney, New South Wales

Salary

Competitive

Contract type

Contract

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Sonic Summary

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  • The Contact Center Support Engineer (L1) position requires prior contact center operations support experience and knowledge of Microsoft Dynamics 365 Contact Center is preferred.
  • Candidates should have hands-on experience with at least one contact center platform such as Microsoft Dynamics 365 CC, Genesys Cloud, Amazon Connect, or NICE CXone.
  • The role involves user-level troubleshooting, incident and service request management, and strong communication skills are essential for stakeholder management.
  • A salary of $60,000 to $75,000 is offered for this role, depending on experience.
  • Applicants should ideally have at least 2 years of relevant experience in contact center support.

Contact Center Support Engineer (L1)

Contact Center Operations Support experience.

Microsoft Dynamics 365 Contact Center knowledge(preferred).

Hands-on experience in at least one contactcenter platform:

·       Microsoft Dynamics 365 CC

·       Genesys Cloud

·       Amazon Connect

·       NICE CXone

User-level troubleshooting and fault isolation.

Understanding of voice and digital contact centerworkflows.

Incident and Service Request Management.

Strong communication andstakeholder management skills.

Nice to have skills:

Contact Center Support Engineer (L1)

IVR troubleshooting.

SIP/VoIPfundamentals.

Contact centerreporting and monitoring.

Networktroubleshooting (WAN/LAN, CCNA knowledge).

CRM integrationawareness.

Azure CommunicationServices exposure.

Microsoft DynamicsOmnichannel experience.

Certificationin any Contact Center platform.

 Detailed Job description:
​

Contact Center Support Engineer (L1)

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

Perform user-leveltroubleshooting and fault isolation across voice, chat, email, and digitalchannels.

Monitor contactcenter operations and identify service-impacting issues.

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

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

Coordinate withbusiness users, operations teams, telecom teams, and technology stakeholders.

Support agentdesktop, routing, IVR, omnichannel, and reporting-related issues.

Maintain knowledgearticles, operational runbooks, and support documentation.

Participatein shift-based and on-call support as required





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