Senior Contact Centre Specialist

3 weeks ago

Sydney, Australia ClearCompany Full time

Overview

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.

Responsibilities

- 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.

Qualifications

- 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

Ready to Make an Impact?

Search #OptusLife on LinkedIn to see what it’s like behind the scenes.

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-diversit

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Optus

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