Only applicants with full Australian Citizenship can be considered for this role, due to security requirements.
Optus is anAustralian telecommunications company, delivering more than 11 millionservices to our customers every day across mobile,broadbandand digital solutions.
Join Optus as a Senior Contact Centre Specialist, whereyou'lldeliver advanced technical support and managedservices across Cloud Contact Centre platforms fora largegovenmentagencyYou'llownhighly complexescalations, drive incident and change processes, mentor other team members, and act as a technical SME across key customer engagements. Operating within a high ‐ pressure, ITIL ‐ aligned environment,you'llensure stability, reliability, and continuous improvement across mission ‐ critical Contact Centre and UC technologies.
Your day to day will consist of
* Resolve complex escalated incidents and major customer faults across Cloud Contact Centre environments.
* Prioritise sensitive or high ‐ impact issues while ensuring all interactions and updates are accurately recorded inServiceNow.
* Execute complex MACs, transitions, and after ‐ hours changes in line with CAB ‐ approved processes and SLAs.
* Collaborate with internal engineering teams, vendors, and project groups to meet customer requirements and ensure solution reliability.
* Maintain and improve technical documentation, contributing updates to incident, problem, and change records.
* Attendservice governance meetings as a technical SME,providingexpert guidance and supporting the development of junior team members
What makes you perfect for the role?
* 5+ years' experience in Contact Centre technologies with strong ICT technical and operational background.
* Hands ‐ onexpertisewith platforms such as NICECXone, SBCs, SIP routing, UC/CC design, implementation, and operations.
* Deep knowledge of ITIL processes (Incident, Change, Problem) with extensive experience in ITIL ‐ based environments.
* Strong ability to interpret and discuss detailed technical design documents with internal teams and customers.
* Highly organised, capable of working autonomously, and confident performing under pressure.
* Excellent communication skills with strong customer and vendor management capability.
* Proactive, adaptable, and results ‐ focused, witha strong teamethic and willingness to mentor others.
* Desirable: Certifications in NICECXone, SBC, AWS/Cloud, or similar technologies.
The good stuff.... |What'sin it for you?
Competitiveremunerationand 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,gymand on-site childcare centre.
Competitive leave policies, includingadditional'Connected' days to focus on culture, family, health, community, orwhatever'simportant 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 supportservices, 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 haveserved 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 toparticipatefairly and equitably in the recruitment process, please email or call 1800 309 170.We'rehere to help.When you contact us, pleaseadviseyour preferred method of contact and we will be in touch within 48 hours.
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