Senior Contact Centre Specialist
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Job Location:
Monthly Salary:
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
Optus is an Australian telecommunications company delivering more than 11 million services to our customers every day across mobile broadband and digital solutions.
Join Optus as aSeniorContact Centre Specialist whereyoulldeliver highquality managed services and technical support across Cloud Contact Centre technologies for Services Australia. Working within a mature ITIL environmentyoulltake ownership of escalated issues supportchangeand incident processes and collaborate with customer and internal teams to ensure stability continuity and exceptional customer experience. This role blends handson technical troubleshooting with strong stakeholder engagement contributing to customer satisfaction compliance process improvement and seamless delivery of Contact Centre services.
Your day to day will consist of
Deliver technical support for Cloud Contact Centre environments handling escalated incidents and customer issues.
Update and maintain ServiceNow records ensuringaccuratetracking of incidents changes and customer interactions.
Execute complex MACs transitions and afterhours changes in line with agreed processes and maintenance windows.
Collaborate with internal teams and vendors to resolve technical issues and support customer security requirements.
Keep technical documentation current to support ongoing operations and knowledge sharing across teams.
Participate in service governance meetings providing updates insights and support for incident and problem management.
What makes you perfect for the role
Strong ICT technical and operational background with experience supporting UC and Contact Centre technologies.
Proven troubleshooting analytical thinking and ability to manage userfacing technical issues under pressure.
Experience with Remedy or ServiceNow including incident problem and change management processes.
Ability to work autonomously with strong organisational skills and flexibility to adapt to shifting priorities.
Excellent customer and vendor engagement capabilities with a focus on positive outcomes and communication.
Strong written and verbal communication skills including clear documentation and stakeholder updates.
Ability to coordinate across crossfunctional teams and contribute to continuous improvement initiatives.
Desirable: Cloud skills knowledge of major CC platforms and awareness of emerging IP communications technologies
The good stuff. Whatsin it for you
Competitiveremunerationand employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
Flexible working arrangements with opportunities to work three days in the office two days remote or home.
Vibrant and collaborative office campus that includes cafes convenience store chill out zones GP post officegymand on-site childcare centre.
Competitive leave policies includingadditionalConnected days to focus on culture family health community orwhateversimportant to you.
We support growing families with inclusive carer-neutral paid Parental Leave of up to 16 weeks.
Direct your own development and build future-ready skills with Optus Us industry-focused micro-credentials developed with La Trobe and Macquarie Universities.
Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect Elevate Women Disability Network and Express Yourself (LGBTQIA).
Put your wellbeing first with free access to counselling and support services 24/7 in-person by phone SMS or video.
At Optus we are strengthened by others and that means valuing diversity and saying yesto 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. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support toparticipatefairly and equitably in the recruitment process please emailor callto you contact us pleaseadviseyour preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity Inclusion & Belonging at Optus please visit Experience:
Senior IC
Key Skills
- Computer Hardware
- Mac Os
- Manufacturing & Controls
- Root cause Analysis
- Windows
- Customer Support
- Remote Access Software
- Operating Systems
- Encryption
- Remedy
- Chemistry
- Cerner
About Company
The Singtel Group, Asia's leading communications group provides a diverse range of services including fixed, mobile, data, internet, TV, infocomms technology (ICT) and digital solutions.
