Contact Centre Engineer – Sydney

About the role

We are looking for a technically‑savvy Contact Centre Engineer to join our Sydney team. You will provide expert support for a range of contact‑centre platforms, ensuring high availability and performance for both internal users and external customers.

Key responsibilities

• Resolve escalated incidents in enterprise 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 fix 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.
• Provide technical insights during service reviews and governance meetings.

Required profile

• 5+ years of professional experience supporting contact‑centre platforms.
• Strong background in ICT operations with a focus on Unified Communications and contact‑centre technologies.
• Proven ability to work under pressure and manage cross‑functional technical tasks.

Required skills

• Cisco Webex
• NICE
• Genesys (including Genesys Cloud)
• Zendesk
• RingCX
• Amazon Connect
• ServiceNow or Remedy
• SIP, RTP and VoIP troubleshooting
• Unified Communications (UC) concepts

What we offer

• Immediate start on a 6‑month assignment with potential for extension.
• Inclusive, diverse workplace committed to equal opportunity.
• Exposure to industry‑leading contact‑centre technologies.