We are seeking an experienced Senior Contact Centre Specialists to deliver high-quality managed services and technical support across modern Cloud Contact Centre environments.
* Permanent role
* Sydney or Melbourne location
* Hybrid work - 3 days in the office
The Role:
In this hands-on technical position, you will take ownership of escalated incidents, support operational change processes, and contribute to the seamless delivery of Contact Centre services. This is an excellent opportunity for a technically capable professional who enjoys troubleshooting complex issues, working within an ITIL framework, and collaborating with internal teams and vendors to ensure service stability and an outstanding customer experience.
Key responsibilities include:
* Providing technical support for Cloud Contact Centre platforms, managing escalated incidents and customer issues
* Maintaining accurate records in ServiceNow (or similar tools), ensuring incidents and changes are tracked effectively
* Executing complex MACs, service transitions, and scheduled after-hours changes
* Collaborating with internal stakeholders and external vendors to resolve technical challenges
* Keeping operational documentation current to support knowledge sharing and service continuity
* Participating in service governance meetings, contributing updates and insights into incident and problem management
About You:To be successful in this role, you will bring:
* Strong ICT technical and operational experience supporting UC and Contact Centre technologies
* Proven troubleshooting and analytical skills, with the ability to work under pressure
* Experience using ServiceNow or Remedy, including incident, problem, and change management
* Strong organisational skills with the ability to work autonomously and adapt to shifting priorities
* Excellent customer and vendor engagement skills with a solutions-focused approach
* Strong written and verbal communication skills, including clear documentation
* Ability to work collaboratively across cross-functional technical teams
* Desirable: Cloud exposure, knowledge of leading CC platforms, and awareness of emerging IP communications technologies
Why Apply?
This is a fantastic opportunity to work in a critical service delivery environment, supporting modern contact centre solutions while contributing to continuous improvement and operational excellence. This organisation offers some amazing perks - do not hesitate to apply!
Diversity, Equity & Inclusion at HudsonHudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen.
Casual Loading Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.