Senior Contact Centre Specialist (AWS)

TL;DR

Senior Contact Centre Specialist (AWS): Delivering managed services and technical support for enterprise Contact Centre environments with an accent on CXone, Omilia, IVR frameworks, and AWS cloud platforms. Focus on resolving complex incidents, supporting platform changes and integrations, and maintaining SLA performance across customer environments.

Location: Hybrid in Macquarie Park, NSW, Australia — three days in the office and two days from wherever works best.

Company

hirify.global is an Australian telecommunications company connecting millions of customers, businesses, and communities through its network and managed services.

What you will do

• Deliver managed services support for enterprise Contact Centre platforms and maintain customer SLA performance.
• Own technical incidents and service requests, driving resolution of complex and high-priority issues.
• Collaborate with customers, vendors, and internal teams across incident, problem, change, and service improvement activities.
• Support changes, upgrades, integrations, and complex service requests across Contact Centre environments.
• Create and maintain technical documentation and knowledge articles while sharing expertise with the wider team.
• Advise customers on new solutions, feature adoption, cloud technologies, and continuous improvement.

Requirements

• 7+ years of experience in Contact Centre support, operations, or implementation.
• Strong experience designing, implementing, and supporting enterprise and cloud-based Contact Centre environments.
• Expertise in at least one of CXone/IVR foundational frameworks, Omilia/NLU technologies, or AWS cloud platforms.
• Experience with platforms such as CXone, Omilia, AWS, Cisco, Avaya, NICE, Calabrio, or Verint.
• Strong troubleshooting, escalation management, problem-solving, communication, and stakeholder management skills.
• Knowledge of ITIL service management practices and the ability to work autonomously under pressure.

Culture & Benefits

• Competitive remuneration, a monthly credit, product discounts, and retail partner discounts.
• Additional Connected leave days and up to 16 weeks of inclusive, carer-neutral paid parental leave.
• Employee-led diversity networks and inclusion initiatives.
• 24/7 counselling and wellbeing support services.
• Macquarie Park campus with cafes, relaxation areas, a GP, post office, gym, childcare, parking, and end-of-trip facilities.
• Free shuttle bus service from Macquarie University Metro Station.