Contact Centre Specialist (Network Operations Centre)

TL;DR

Contact Centre Specialist (NOC): Delivering managed services and technical support across Cloud Contact Centre technologies for a large government client with an accent on incident management, technical troubleshooting, and stakeholder engagement. Focus on managing escalated issues, executing complex MACs, and ensuring stability and continuity in a mature ITIL environment.

Location: Must have full Australian Citizenship. 5 days required on-site in Macquarie Park, NSW (after onboarding and training), working on a 24x7 rotating roster.

Company

hirify.global is a leading Australian telecommunications company providing mobile, broadband, and digital solutions to over 11 million customers.

What you will do

• Deliver technical support for Cloud Contact Centre environments, handling escalated incidents and customer issues.
• Manage ServiceNow records to ensure accurate tracking of incidents, changes, and customer interactions.
• Execute complex MACs, transitions, and after-hours changes within agreed maintenance windows.
• Collaborate with internal teams and vendors to resolve technical issues and maintain security requirements.
• Maintain up-to-date technical documentation for knowledge sharing and operational stability.
• Participate in service governance meetings to provide insights for incident and problem management.

Requirements

• Full Australian Citizenship is mandatory due to security requirements.
• Willingness to work on a 24x7 rotating roster and be based on-site 5 days a week.
• Strong ICT technical background with experience supporting Contact Centre, Networks, and Cloud technologies.
• Experience working within a Network Operational Centre (NOC) environment adhering to SLAs.
• Proficiency with ServiceNow for incident, problem, and change management processes.
• Excellent communication skills for vendor engagement and stakeholder updates.

Nice to have

• Cloud skills and knowledge of major Contact Centre platforms.
• Awareness of emerging IP communications technologies.

Culture & Benefits

• Competitive remuneration and hirify.global product discounts, including an $80 monthly credit.
• Access to a collaborative office campus with gym, GP, and on-site childcare.
• Inclusive paid Parental Leave of up to 16 weeks.
• Professional development through hirify.global U micro-credentials developed with leading universities.
• Supportive environment with employee-led diversity networks and 24/7 wellbeing counseling.