Senior Contact Centre Specialist

Optus is seeking a Senior Technical Specialist to support their Federal Government Contact Centre operations. The role involves resolving complex technical issues, delivering excellent customer experiences, and maintaining accurate records in ServiceNow. It's an in-office position starting with 3 days and transitioning to 5 days with team integration.

Requirements

• Degree in IT, Engineering, or equivalent hands-on industry experience
• Proven expertise in complex technical environments
• Strong problem-solving mindset
• Deep domain knowledge of NICE CXOne
• Proficiency in SIP technologies
• Understanding of ITIL frameworks

Benefits

• Inclusive carer neutral paid Parental Leave
• Competitive leave including 'Connected Leave'
• Employee resources and learning catalogue
• Employee-led volunteer groups
• Vibrant campus life
• Free bus from Macquarie University Metro Station