Senior Specialist – Contact Centre Platforms Australia Only

Location: Sydney NSW
Experience: 5 Years
Work Rights: Australian Citizens and Permanent Residents (PR) only. No sponsorship available.

About the Role

We are seeking an experienced Senior Specialist Contact Centre Platforms to support and maintain enterprise contact centre environments. The successful candidate will have strong hands-on experience with Avaya and Verint platforms production support incident management and platform operations while ensuring high availability and service excellence.

Key Responsibilities

• Provide Level 2/Level 3 operational support for Contact Centre platforms.
• Monitor and maintain the availability performance and health of Avaya and Verint environments.
• Troubleshoot and resolve platform voice and application-related incidents within agreed SLAs.
• Support incident problem change and release management activities following ITIL best practices.
• Perform routine health checks system validation and platform monitoring.
• Configure and administer users queues skills routing strategies and contact centre resources.
• Support platform upgrades patches deployments and production releases.
• Work closely with infrastructure network telephony and business teams to deliver operational excellence.
• Maintain technical documentation runbooks SOPs and knowledge base articles.
• Participate in on-call support and major incident management as required.

Required Skills & Experience

• 5 years of experience supporting enterprise Contact Centre platforms.
• Strong hands-on experience with Avaya Contact Centre solutions.
• Experience administering and supporting Verint Workforce Optimization (WFO) and/or Verint Recording & Quality Management.
• Strong understanding of contact centre technologies call routing IVR ACD CTI and workforce management.
• Experience with production support platform monitoring and operational support.
• Solid understanding of ITIL processes including Incident Problem Change and Request Management.
• Experience working with Windows Server environments and enterprise infrastructure.
• Strong troubleshooting analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred Skills

• Experience with SIP VoIP telephony infrastructure and contact centre integrations.
• Exposure to cloud contact centre technologies (Avaya Experience Platform Genesys Cloud Amazon Connect or NICE CXone) is an advantage.
• Knowledge of SQL scripting or automation tools is desirable.
• ITIL Foundation certification is preferred.

Employment Type : Full Time
Experience: years
Vacancy: 1