Contact Centre Specialist (Telecommunications)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Contact Centre Specialist (Telecommunications): Providing technical support and engineering for contact centre platforms with an accent on IVR design and incident management. Focus on optimizing call flows, resolving complex technical issues across NICE and Cisco platforms, and maintaining high service availability.
Location: Hybrid (Macquarie Park, NSW, Australia). Requires 3 days in the office and 2 days remote.
Company
is a leading Australian telecommunications company providing mobile, broadband, and digital solutions to millions of customers.
What you will do
- Provide technical support and engineering for contact centre platforms, ensuring incidents are resolved within SLA.
- Design, build, and maintain IVR solutions and call flows to meet business and customer experience requirements.
- Manage incidents, problems, and changes using ServiceNow, ensuring compliance and successful delivery.
- Collaborate with internal stakeholders and vendors to troubleshoot issues and drive service performance.
- Support workforce management activities and deliver reporting across contact centre applications.
- Maintain technical documentation and contribute to continuous service improvement.
Requirements
- 5+ years of experience in contact centre support or implementation within ICT or telecommunications.
- Hands-on expertise with NICE CXone, Cisco Webex CC, ThousandEyes, and Cyara.
- Strong troubleshooting, analytical, and problem-solving skills for managing escalations.
- Solid understanding of ITIL service management frameworks.
- Excellent communication and stakeholder management skills.
- Must be based in or able to work from the Macquarie Park office.
Culture & Benefits
- Flexible working arrangements (3 days office / 2 days remote).
- Competitive remuneration and significant employee discounts on products.
- Vibrant office campus featuring a gym, on-site childcare, GP, and cafes.
- Inclusive paid parental leave of up to 16 weeks.
- Professional development opportunities via U micro-credentials.
- Free shuttle bus service from Macquarie University Metro Station.
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