▷ (Immediate Start) Senior Contact Centre Specialist

4 weeks ago


Council of the City of Sydney, Australia Singtel Group Full time

Overview

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Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

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 in ServiceNow, 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.

- Strong 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

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 AccessibleRecruitment@optus.com.au or call 1800 309 170.

For more on our commitment to Diversity, Inclusion & Belonging, visit: optus.com.au/about/inclusion-diversity

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