Job Title

Select how often (in days) to receive an alert:Senior Technical Specialist - Contact Centre OperationsWere looking for a Senior Technical Specialist to support one of the most significant Federal Government Contact Centre operations in the country. If youre passionate about delivering exceptional service, thrive in a NOC-style environment, and want to work with cutting-edge technology, this is your opportunity. The role begins with 3 days onsite, transitioning to 5 days onsite as part of team integration and operational alignment.What Youll Be DoingOwn and resolve complex technical issues, ensuring timely communication with stakeholders.Deliver outstanding customer experiences through expert troubleshooting and clear, proactive communication.Maintain accurate and detailed records in ServiceNow, ensuring all incidents and interactions are well documented.Collaborate with transition teams to validate new solutions and ensure seamless handover to operational support.What Youll BringA degree in IT, Engineering, or equivalent hands-on industry experience.Proven expertise in complex technical environments, with a strong problem-solving mindset.Deep domain knowledge essential to succeed in this role.Strong working knowledge of NICE CXOne contact centre solutions.Proficiency in SIP technologies and experience managing Session Border Controllers (SBCs).Familiarity with call recording systems and their integration.Solid understanding of ITIL frameworks, especially Change, Incident, and Problem Management.Australian citizenship and eligibility for Federal Government security clearance.Why Join Optus?3 days in the office, 2 days remote with flexible hours to suit!Discounts to Optus products and servicesVibrant and collaborative office campus that includes cafes, convenient store, chill out zones, GP, post office, gym, and an on-site childcare centre.Inclusive gender-neutral paid Parental Leave of up to 16 weeksCompetitive leave including 2 additional ''Connected Leave'' daysAll Optus employees have access to resources, webinars, and support via the Parents at Work portalOwn your growth by accessing an extensive online and facilitator-led learning catalogue.Novated car leasing, and other financial benefitsConnect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network, and Young Professionals.Ready to Make an Impact?Search #OptusLife on LinkedIn to see what its like behind the scenes.At Optus, we value diversity and inclusion. We welcome applicants from all backgrounds and are committed to providing a fair and accessible recruitment process. If you require adjustments or support, please contact AccessibleRecruitment@optus.com.au or call 1800 309 170.For more on our commitment to Diversity, Inclusion & Belonging, visit: optus.com.au/about/inclusion-diversity #J-18808-Ljbffr