Our client an iconic Australian organisation providing products and services to millions of customers. They are pioneering, progressive and are leaders in their field.
About the Role
Seeking a Senior Technical Specialist to support one of the largest Federal Government Contact Centre operations in Australia. Opportunity to work with cutting-edge technologies in a NOC-style environment.
Key Responsibilities
- Take ownership of and resolve complex technical issues, ensuring timely updates to stakeholders.
- Deliver exceptional customer experiences through expert troubleshooting and clear communication.
- Maintain detailed incident records and service interactions in ServiceNow.
- Collaborate with transition teams to validate new solutions and ensure smooth handover into operational support.
Skills & Experience Required
- Proven expertise in complex technical environments, with strong problem-solving skills.
- Deep domain knowledge relevant to large-scale contact centre operations.
- Strong working knowledge of NICE CXone contact centre solutions.
- Proficiency in SIP technologies and managing Session Border Controllers (SBCs).
- Experience with call recording systems and their integrations.
- Solid understanding of ITIL frameworks, especially Change, Incident, and Problem Management.
- Australian citizenship with eligibility for Federal Government security clearance.
For a confidential discussion, please contact Pravin on pravin.manandhar@peoplebank.com.au quoting reference 268127.
