Contact Centre Specialist

2 days ago

Macquarie Park NSW, Australia Optus Full time $80,000 - $120,000 per year

We're on the lookout for

Contact Centre specialists

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 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. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email

or call and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit

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