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Are you a seasoned Contact Centre Engineer with a passion for delivering cutting-edge customer experience solutions? We're looking for a Senior CC Engineer to join our team and play a key role in designing, deploying, and supporting complex contact centre environments across a range of technologies and industries.
This role is ideal for someone who thrives in dynamic, multi-vendor environments, enjoys leading technical deployments, and is confident in both customer-facing and internal collaboration settings. You'll work closely with pre-sales, solution architects, project managers, support teams, and external vendors to deliver high-impact solutions.
What You'll Do
* Lead and support pre- and post-sales deployments of Contact Centre solutions for new and existing opportunities.
* Collaborate with cross-functional teams including Pre-Sales, Solution Architects, PMO, Support, and external vendors.
* Act as Technical Lead on deployments, guiding other engineers and third-party vendors.
* Design and document call flows, IVR applications, and integration architectures.
* Develop and execute test plans, document results, and ensure solution quality.
* Integrate with CRM platforms (Salesforce, ServiceNow, Dynamics) and third-party messaging services (WhatsApp, Facebook Messenger).
* Support Google CCAI, API development, and cloud-based contact centre technologies.
* Participate in Agile delivery using tools like JIRA and Confluence.
* Present and demonstrate solutions in customer meetings, forums, and conferences.
What You'll Bring
* Technical delivery experience across one or more platforms:
* NICE CXone, Verint, Cisco Webex CC
* Strong experience in:
* Business requirements gathering and documentation
* Call flow and IVR design
* API development and integration
* CRM and messaging platform integration
* Agile methodologies and tooling
* Excellent written and verbal communication skills, with confidence in presenting technical solutions.
* Ability to work autonomously and lead geographically distributed teams.
* Strong problem-solving skills and flexibility in approach.
* Experience in Workforce Management (WFM) and reporting functions is a plus.
Desirable Skills & Certifications
* Certifications in one or more CC platforms (NICE, Cisco, Verint)
* Additional certifications in:
* Bulk testing tools (Cyara, Pump)
* Government Security Clearance (NV1 or higher)
Perks we love at Optus
* 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.
* Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.
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 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
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