Contact Centre Specialist

TL;DR

Contact Centre Specialist: Support and develop core capabilities powering Contact Centre, voice biometrics, and analytics platforms for Federal Government customers with an accent on incident triage, platform configuration, data pipelines, and system health checks. Focus on resolving L1/L2 incidents, monitoring biometrics enrolments, validating ETL jobs, and managing incidents in ServiceNow within Agile processes.

Location: Any of our offices: Melbourne, Sydney, or Brisbane. Only applicants with full Australian Citizenship due to security requirements. Hybrid: three days in office, two days remote/home.

Company

Australian telecommunications company delivering more than 11 million mobile, broadband, and digital services to customers daily.

What you will do

• Triage and resolve L1/L2 incidents and service requests across Contact Centre, voice biometrics, and analytics platforms.
• Assist senior engineers with campaign setup, routing updates, configuration changes, and documentation.
• Perform daily platform health checks across Contact Centre, biometrics, and analytics systems.
• Monitor biometrics enrolments and verifications, escalate anomalies, and maintain certificate/key records.
• Run and validate ETL jobs, update SQL queries, and support accuracy of analytics data pipelines.
• Log and manage incidents in ServiceNow and participate in Agile stand-ups, retrospectives, and post-incident reviews.

Requirements

• Australian Citizenship with eligibility for security clearance.
• Bachelor’s degree (or near completion) in Computer Science, Software Engineering, Information Systems, or similar.
• Solid understanding of networking fundamentals (TCP/IP) and Linux or Windows CLI.
• Exposure to at least one scripting or programming language (Python, JavaScript, PowerShell).
• Strong problem-solving ability demonstrated through projects, internships, or hands-on experience.
• Good written and verbal communication skills with strong customer engagement capability.
• Proactive, flexible mindset with ability to work effectively in cross-functional environments.

Nice to have

• Exposure to Contact Centre or UC platforms.
• SQL experience.
• Familiarity with Agile or DevOps concepts.

Culture & Benefits

• Competitive remuneration, $80 monthly credit, 25% off hirify.global products, and retail partner discounts.
• Flexible hybrid working: three days office, two days remote/home.
• Vibrant office campus with cafes, gym, GP, post office, childcare, and chill zones.
• Competitive leave including 'Connected’ days and up to 16 weeks paid Parental Leave.
• Development via hirify.global U micro-credentials with universities, employee networks, and diversity initiatives.
• Free 24/7 wellbeing support via counselling in-person, phone, SMS, or video.