Contact Centre Specialist (Cloud Contact Centre)

Location: Macquarie Park, NSW, Australia. Full Australian Citizenship is required due to security requirements. After onboarding and training, the role operates on a 24 x 7 rotating roster with five days required on-site; flexible arrangements include three office days and two remote or home-working days.

Compensation includes an $80 monthly credit, plus competitive remuneration and employee discounts.

Company

hirify.global is an Australian telecommunications company delivering mobile, broadband, digital, and managed contact centre services.

What you will do

• Provide technical support for cloud contact centre environments and resolve escalated incidents and customer issues.
• Maintain ServiceNow records for incidents, problems, changes, and customer interactions.
• Execute complex MACs, transitions, and after-hours changes during approved maintenance windows.
• Coordinate with internal teams and vendors to resolve technical issues and meet customer security requirements.
• Maintain technical documentation and contribute to knowledge sharing.
• Participate in service governance, incident management, problem management, and continuous improvement activities.

Requirements

• Full Australian Citizenship is required for security reasons.
• Strong ICT technical and operational experience across contact centre, network, and cloud technologies.
• Experience troubleshooting user-facing technical issues and working to SLAs in a Network Operations Centre environment.
• Experience with ServiceNow and incident, problem, and change management processes.
• Strong organisational, communication, customer engagement, vendor management, and cross-functional coordination skills.
• Availability for a 24 x 7 rotating roster and five days on-site after initial onboarding and training.

Nice to have

• Cloud skills and knowledge of major contact centre platforms.
• Awareness of emerging IP communications technologies.
• Willingness to learn new technologies and ways of working.

Culture & Benefits

• Competitive remuneration, an $80 monthly credit, product discounts, and retail partner discounts.
• Flexible working arrangements with opportunities for office and remote work, subject to role requirements.
• Additional Connected leave days and up to 16 weeks of inclusive, carer-neutral paid parental leave.
• Professional development through hirify.global U micro-credentials developed with La Trobe and Macquarie Universities.
• Employee-led diversity networks, inclusion initiatives, and 24/7 counselling and wellbeing support.
• Office campus facilities include cafes, a gym, on-site childcare, a GP, a post office, and quiet zones.