Contact Centre Engineer

About the role

We are looking for a Contact Centre Engineer to provide technical support for enterprise contact centre platforms in a 24/7 environment. The role is based onsite at our Sydney office and involves working with both internal teams and external vendors to ensure reliable operation of contact centre solutions.

Key responsibilities

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

Required profile

• 5+ years of 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 incident and change management.
• Solid understanding of IP communications, including SIP, RTP and VoIP troubleshooting.
• Ability to work under pressure and coordinate technical tasks across cross‑functional teams.

Required skills

• Cisco Webex
• NICE
• Genesys (Cloud)
• Zendesk
• RingCX
• Amazon Connect
• ServiceNow
• Remedy
• SIP, RTP, VoIP
• Unified Communications
• ICT operations

What we offer

• Initial 6‑month assignment with immediate start.
• On‑site role in a 24/7 operational environment.
• Inclusive and diverse workplace committed to equal opportunity.