Contact center support Engineer
XPT Software Australia Pty Ltd | Contract
Contact center support Engineer
Sydney, Melbourne, Australia | Posted on 09/15/2026
- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
- We have 120+technocrats in Australia working at our clientlocations.
- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
Job Description
Contact Center Operations Support experience.
Microsoft Dynamics 365 Contact Center knowledge(preferred).
Hands-on experience in at least one contactcenter platform:
Genesys Cloud
User-level troubleshooting and fault isolation.
Understanding of voice and digital contact centerworkflows.
Incident and Service Request Management.
Nice to have skills:
Contact centerreporting and monitoring.
Networktroubleshooting (WAN/LAN, CCNA knowledge).
Certificationin any Contact Center platform.
Detailed Job description:
Serve as the firstpoint of contact for contact center support incidents and service requests.
Perform user-leveltroubleshooting and fault isolation across voice, chat, email, and digitalchannels.
Monitor contactcenter operations and identify service-impacting issues.
Log, classify,prioritize, and track incidents through resolution.
Escalate complexissues to L2/L3 support teams with appropriate diagnostics and documentation.
Coordinate withbusiness users, operations teams, telecom teams, and technology stakeholders.
Support agentdesktop, routing, IVR, omnichannel, and reporting-related issues.
Maintain knowledgearticles, operational runbooks, and support documentation.
Participatein shift-based and on-call support as required
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