Contact Centre Specialist

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* We will only be considering Australian Citizens and Permanent Residents for this role*

Contact Centre Specialist (Engineering Focus)

At Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

In your role, you will facilitate the delivery of managed services and utilising your technical skills as an engineer for Contact Centre technologies in accordance with the contracted service level agreements. You will work with a large Enterprise Customer, internal stakeholders and vendors to provide technical support and assist with incident management.

This role is accountable for delivering brilliant service to a large enterprise customer across key technologies including CISCO UCCE, NICE MPower and Verint WFO. Deep domain technical skills are required specifically in Cisco UCCE, with a strong understanding of all Cisco UCCE contact centre products a must. A strong vendor management focus is key in this role, working closely with various vendors, driving the right outcomes for our customers.

Your Day-to-Day:

• Help us keep our customer systems running smoothly by ensuring important issues get the attention they need.
• Play a key role in keeping our customers happy by communicating clearly, sharing your knowledge, and responding promptly.
• Contribute to our exciting journey in supportingcutting-edge contact centre technologies and existing on-premise technology
• Learn and work within a structured environment that follows standard IT service management practices (based on ITIL principles).
• While certifications from major contact centre vendors (like Cisco UCCE, Verint, NICE CXOne) are a plus, they're not a must-have – we value your potential to learn and grow

This role operates between 7 am and 7 pm, Monday to Friday, with shifts provided at least four weeks in advance. There may be after-hours work for planned changes, and you'll have opportunities to earn 'on call/call out' allowances.

What We're Looking For:

We're keen to hear from individuals who are enthusiastic about technology and eager to learn. While previous experience in contact centre support is beneficial, it's not essential. What's more important is your:

• Strong problem-solving skills and a proactive approach.
• Excellent communication and interpersonal abilities.
• Willingness to learn and contribute to a team environment.
• Ability to follow processes and guidelines.
• A genuine interest in the world of Contact Centre administration/configuration

What's in it for you?

• Accessible employer with wheelchair access
• Inclusive carer neutral paid Parental Leave of up to 16 weeks
• All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
• 25% monthly service discount and $80 monthly bill rebate plus additional benefits to over 400 retailers Australia-wide
• 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 take the first step in your tech career? Apply now

Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

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