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 will start immediately on a six‑month assignment.

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.
• Ensure documentation meets audit and compliance standards.
• Coordinate with internal engineering teams and external vendors to fix platform defects and implement 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 in service reviews and governance meetings to drive continuous improvement.

Required profile

• 5+ years of experience as a Contact Centre Engineer supporting 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
• Genesys (Cloud)
• Zendesk
• RingCX
• Amazon Connect
• Unified Communications (UC)
• ServiceNow
• Remedy
• SIP
• RTP
• VoIP troubleshooting

What we offer

• Immediate start on a six‑month assignment in a 24/7 operational environment.
• Opportunity to work with leading contact‑centre technologies.
• Inclusive and diverse workplace committed to equal opportunity.