Senior Specialist Contract Sydney Melbourne

Role Summary

The Senior Specialist is a role within Contact Centre Platforms team supporting the day-to-day operations of HDC services.

The role works closely with support (L1/L2/L3) Operations and business team to ensure smooth operation of contact centre services.

Key Responsibilities

Operational Support & Monitoring

Perform basic platform monitoring using dashboards and tools

Execute routine health checks and validation activities

Support daily BAU operational activities across HDC services

Identify and raise alerts/issues to senior L2/L3 team members

Incident & Problem Support

Assist in incident triage logging and initial assessment

Perform basic troubleshooting using runbooks and SOPs

Escalate incidents to CCP Specialists or Engineers when required

Track incidents and support updates to stakeholders

Change & Release Support

Assist in executing approved changes and deployments

Perform testing and basic validation post-change

Follow change procedures and support documentation updates

Work under supervision for release support activities PIVs Testing etc

Platform Configuration Support

Support basic configuration activities (e.g. queues users routing updates)

Assist in onboarding new users or business units

Maintain and update configuration records and documentation

Support testing of new features and enhancements

Customer & Stakeholder Support

Respond to simple service requests and user queries

Provide clear and timely updates to internal users

Support customer onboarding and operational readiness activities

Escalate complex issues appropriately

Knowledge & Process Adherence

Follow defined runbooks SOPs and operational procedures and contribute to knowledge base updates and documentation

Ensure adherence to governance controls and operational standards

Service Management & Operations

Strong understanding of ITIL practices (Incident Request Problem Change)

Experience in production support / platform operations

Ability to manage & report on SLAs OLAs and service KPIs

Soft Skills

Strong problem-solving and analytical skills

Excellent communication and stakeholder management

Ability to work in high-pressure operational environments

Customer-focused mindset with attention to detail