Senior Contact Centre Specialist

Only applicants with full Australian Citizenship can be considered for this role, due to security requirements. This role can be located in any of our offices: Melbourne, Sydney, or Brisbane. Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. We are seeking a Senior Contact Centre Engineer to support and manage critical contact centre platforms for a Federal Government customer. This role is responsible for delivering Level 2/3 operational support across voice, outbound dialling, voice biometrics and analytics platforms, ensuring high system performance, security, and reliability. You will work across leading technologies including Genesys, Nuance, and analytics platforms, supporting both business-as-usual operations and new capability rollouts. This is a hands-on position where you will troubleshoot complex issues, manage incidents and changes, and contribute to ongoing system optimisation within an Agile and ITIL-aligned environment. Working closely with customers, internal teams, and multiple service providers, you will play a key role in maintaining service continuity and improving platform performance. You’ll also contribute to automation, knowledge sharing, and continuous improvement initiatives across the team. This is a customer-facing role within a fast-paced, multi-vendor environment, with on-call responsibilities and after-hours support required. What You’ll Do Provide Level 2/3 support across contact centre technologies including Genesys, Nuance voice/biometrics, and analytics platforms Troubleshoot and resolve complex issues across voice, dialler, and data environments to minimise customer impact Manage incidents, problems, and changes in line with ITIL processes using ServiceNow or similar tools Support system deployments, upgrades, patching, and security controls to maintain platform stability and compliance Collaborate with customers, internal teams, and vendors, acting as a technical point of contact in delivery forums Drive continuous improvement through automation, documentation, mentoring, and optimisation of contact centre platforms What You Bring Strong experience (8–10+ years) working with contact centre technologies such as Genesys Cloud CX / Engage or Nuance speech/IVR platforms Hands-on knowledge of voice technologies (SIP/RTP) and exposure to voice biometrics solutions Experience working within ITIL environments, including incident, problem, and change management Technical capability across Linux/Windows, SQL databases, and scripting (PowerShell or Python) Strong troubleshooting and analytical skills with the ability to resolve complex technical issues Excellent communication and stakeholder engagement skills, with experience in customer-facing and multi-vendor environments The good stuff…. Competitive remuneration and 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. Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important 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 U’s 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 ‘yes’ to 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 to participate fairly and equitably in the recruitment process, please email [email protected] or call 1800 309 170. We're here to help. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity