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Overview
We're on the lookout for a Senior Technical Specialist to support one of the most significant Federal Government Contact Centre operations in the country.
If you're passionate about delivering exceptional service, thrive in a NOC-style environment, and want to work with cutting-edge technology, this is your opportunity.
The role begins with 3 days onsite, transitioning to 5 days onsite as part of team integration and operational alignment.
What You'll Be Doing
- 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 inServiceNow, ensuring all incidents and interactions are well documented.
- Collaborate with transition teams to validate new solutions and ensure seamless handover to operational support.
What You'll Bring
- 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.
- Robust 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.
Why Join Optus?
- 3 days in the office, 2 days remote - with flexible hours to suit!
- Inclusive carer neutral paid Parental Leave of up to 16 weeks
- Competitive leave including 2 '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.
- 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.
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!
Ready to Make an Impact?
Search on LinkedIn to see what it's like behind the scenes.
At Optus, we value diversity and inclusion.
We welcome applicants from all backgrounds and are committed to providing a fair and accessible recruitment process.
If you require adjustments or support, please contact or call
For more on our commitment toDiversity, Inclusion & Belonging, visit:
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