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Senior Technical Professional
2 weeks ago
About the Role
We are seeking a skilled technical professional to join our team in a Senior Specialist capacity.
This is an exciting opportunity for someone who is passionate about delivering exceptional service, working with cutting-edge technology, and collaborating with a high-performing team.
The role will involve supporting one of the most significant Federal Government Contact Centre operations in the country, with a focus on resolving complex technical issues and ensuring timely communication with stakeholders.
Key Responsibilities:
- Owning and resolving complex technical issues in a fast-paced environment.
- Delivering outstanding customer experiences through expert troubleshooting and clear, proactive communication.
- Maintaining accurate and detailed records in ServiceNow, ensuring all incidents and interactions are well documented.
- Collaborating with transition teams to validate new solutions and ensure seamless handover to operational support.
Requirements
To be successful in this role, you will need:
- 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 Us?
We offer a range of benefits and perks that make us a great place to work. These include:
- Flexible working arrangements, including 3 days in the office and 2 days remote.
- Inclusive carer-neutral paid parental leave of up to 16 weeks.
- Competitive leave policies, including 2 'Connected Leave' days.
- Access to resources, webinars, and support via our employee-led volunteer groups.
- Vibrant campus life with facilities including restaurants, cafes, gym, GP, and post office.
- Free Optus bus from Macquarie University Metro Station.
About Our Culture
We value diversity and inclusion and are committed to providing a fair and accessible recruitment process. If you require adjustments or support, please let us know.
How to Apply
If you're passionate about delivering exceptional service and working with cutting-edge technology, we'd love to hear from you. Search #OptusLife on LinkedIn to see what it's like behind the scenes.