Overview
Only applicants with full Australian Citizenship can be considered for this role, due to security requirements. This role can be located in any of our offices: Melbourne, Sydney, or Brisbane. Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. Join Optus as a Contact Centre Specialist, where you'll support and develop the core capabilities that power our Contact Centre, voice biometrics, and analytics platforms for Federal Government customers. This role is perfect for someone early in their engineering career who wants exposure to enterprise‐grade customer experience technologies. You'll triage incidents, support platform configuration, maintain data and reporting pipelines, and grow your expertise across SIP, Genesys, Nuance, Verint, biometrics, SQL, and automation. With mentoring, vendor training, and hands‐on experience across multiple technologies, this role lays the foundation for a future as a multi‐discipline Contact Centre engineer.
Responsibilities
* Triage and resolve L1/L2 incidents and service requests across Contact Centre, voice biometrics, and analytics platforms.
* Assist senior engineers with campaign setup, routing updates, configuration changes, and documentation.
* Perform daily platform health checks across Contact Centre, biometrics, and analytics systems.
* Monitor biometrics enrolments and verifications, escalate anomalies, and maintain certificate/key records.
* Run and validate ETL jobs, update SQL queries, and support the accuracy of analytics data pipelines.
* Log and manage incidents in ServiceNow and participate in Agile stand‐ups, retros, and post‐incident reviews.
What makes you perfect for the role? (Qualifications)
* Bachelor's degree (or near completion) in Computer Science, Software Engineering, Information Systems, or similar.
* Solid understanding of networking fundamentals (TCP/IP) and Linux or Windows CLI.
* Exposure to at least one scripting or programming language (Python, JavaScript, PowerShell).
* Strong problem‐solving ability demonstrated through projects, internships, or hands‐on experience.
* Good written and verbal communication skills with strong customer engagement capability.
* Proactive, flexible mindset with the ability to work effectively in cross‐functional environments.
* Australian Citizenship with eligibility for security clearance.
* Desirable: Exposure to Contact Centre or UC platforms, SQL experience, and familiarity with Agile or DevOps concepts.
The good stuff.... | What's in it for you?
* Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
* Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
* Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on‐site childcare centre.
* Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.
* We support growing families with inclusive, carer‐neutral paid Parental Leave of up to 16 weeks.
* Direct your own development and build future‐ready skills with Optus U's industry‐focused micro‐credentials, developed with La Trobe and Macquarie Universities.
* Build meaningful connections through employee‐led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
* Put your wellbeing first with free access to counselling and support services, 24/7 — in‐person, by phone, SMS, or video.
At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We\'re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity
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