Contact Centre Engineer

About the role

We are seeking a skilled Contact Centre Engineer to join our on‑site team in Sydney. The role supports a range of contact‑centre technologies in a 24/7 environment and offers an initial six‑month assignment with immediate start.

Key responsibilities

• Resolve escalated incidents across enterprise contact‑centre platforms, performing root‑cause analysis and technical troubleshooting.
• Manage the full lifecycle of incidents, changes, and problems using ServiceNow.
• Ensure documentation complies with audit and regulatory standards.
• Coordinate with internal engineering teams and external vendors to address platform defects and security requirements.
• Execute complex Moves, Adds, Changes (MACs) and oversee infrastructure transitions during scheduled maintenance windows.
• Maintain architectural diagrams, support playbooks, and knowledge‑base articles.
• Provide technical insights during service reviews and governance meetings to drive continuous improvement.

Required profile

• 5+ years of professional experience supporting contact‑centre platforms such as Cisco Webex, NICE, Genesys, Zendesk, RingCX, or Amazon Connect.
• Strong background in ICT operations with a focus on Unified Communications and contact‑centre technologies.
• Proficiency with ServiceNow or Remedy for managed‑services delivery.
• Solid understanding of IP communications, including SIP, RTP, and VoIP troubleshooting.
• Ability to work under high‑pressure scenarios and collaborate across cross‑functional teams.

Required skills

• Cisco Webex
• NICE CXone
• Genesys (Cloud)
• Zendesk
• RingCX
• Amazon Connect
• Unified Communications (UC)
• ServiceNow
• Remedy
• SIP
• RTP
• VoIP troubleshooting

What we offer

• On‑site role in Sydney with a 24/7 operational environment.
• Initial six‑month assignment and immediate start.
• Opportunity to work with leading contact‑centre technologies.
• Inclusive and diverse workplace culture.