Collaboration Specialist

Collaboration Specialist

In your role as a Unified Collaboration Specialist in the Enterprise Business Technical Assistance Centre (TAC) you will provide technical support and facilitate the delivery of managed services for Collaboration technologies in accordance with the contracted service level agreements.

You will work with Optus customers, internal stakeholders and vendors to provide technical support, drive incident management and resolution as well as change management.

This role is accountable for delivering brilliant service to multiple enterprise customers across key technologies and products including Microsoft Teams, Cisco Webex, Dedicated Instance and CUCM, AudioCodes and Oracle SBCs and SIP voice.

A strong vendor management focus is key in this role, working closely with various vendors, driving the right outcomes for our customers.

As a Tier 2/3 Collaboration Specialist, this role will include mentoring and providing assistance to other Collaboration specialists and Collaboration support advisors within the team to fill any knowledge gaps and provide guidance and an escalation point for complex problems.

Your Day-to-Day:

• Help us keep our critical collaboration and 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 supporting cutting-edge cloud hosted and on-premises collaboration technologies including both Unified Communications and Video Telepresence platforms.
• Learn and work within a structured environment that follows standard IT service management practices (based on ITIL principles).
• Act as an escalation point for more complex Unified Communications and Video issues that Tier 1 teams may encounter.

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 and overtime.

What We're Looking For:

We're keen to hear from individuals who are enthusiastic about technology and eager to learn.

• Experienced and/or certified with Microsoft Teams and Cisco collaboration platform suite of products. SBC and SIP voice including vendors AudioCodes and Oracle.
• Strong problem-solving skills and a proactive approach.
• Excellent communication and interpersonal abilities.
• A willingness to learn and contribute to a team environment.
• Ability to follow processes and guidelines.
• A genuine interest in the world of Collaboration technologies and their large-scale application.

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.

What's in it for you?

• Accessible employer with wheelchair access
• Inclusive paid parental leave, up to 16 weeks for the primary care giver
• 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

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 or call 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