Senior Technical Specialist - Contact Centre Operations
- Macquarie Park, NSW
- Permanent
- Full-time
- Own and resolve complex technical issues, ensuring timely communication with stakeholders.
- Deliver outstanding customer experiences through expert troubleshooting and clear, proactive communication.
- Maintain accurate and detailed records in ServiceNow, ensuring all incidents and interactions are well documented.
- Collaborate with transition teams to validate new solutions and ensure seamless handover to operational support.
- A degree in IT, Engineering, or equivalent hands-on industry experience.
- Proven expertise in complex technical environments, with a strong problem-solving mindset.
- Deep domain knowledge essential to succeed in this role.
- Strong working knowledge of NICE CXOne contact centre solutions.
- Proficiency in SIP technologies and experience managing Session Border Controllers (SBCs).
- Familiarity with call recording systems and their integration.
- Solid understanding of ITIL frameworks, especially Change, Incident, and Problem Management.
- Australian citizenship and eligibility for Federal Government security clearance
- 3 days in the office, 2 days remote – with flexible hours to suit!
- Discounts to Optus products and services
- Vibrant and collaborative office campus that includes cafes, convenient store, chill out zones, GP, post office, gym, and an on-site childcare centre.
- Inclusive gender neutral paid Parental Leave of up to 16 weeks
- Competitive leave including 2 additional 'Connected Leave' days
- All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
- Own your own growth by accessing an extensive online and facilitator led learning catalogue.
- Novated car leasing, and other financial benefits
- Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.