Senior Contact Centre Specialist

2 weeks ago

Sydney, New South Wales, Australia Optus Full time $90,000 - $120,000 per year

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

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 or call

For more on our commitment to Diversity, Inclusion & Belonging, visit:

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