Sydney-based Senior Specialist, Contact Centre Platforms

Location: Sydney, NSW
Experience: 5+ Years
Work Rights: Australian Citizens and Permanent Residents (PR) only. No sponsorship available.

About the Role

We are seeking an experienced Senior Specialist - Contact Centre Platforms to support and maintain enterprise contact centre environments. The successful candidate will have strong hands-on experience with Avaya and Verint platforms, production support, incident management, and platform operations while ensuring high availability and service excellence.

Key Responsibilities

• Provide Level 2/Level 3 operational support for Contact Centre platforms.
• Monitor and maintain the availability, performance, and health of Avaya and Verint environments.
• Troubleshoot and resolve platform, voice, and application-related incidents within agreed SLAs.
• Support incident, problem, change, and release management activities following ITIL best practices.
• Perform routine health checks, system validation, and platform monitoring.
• Configure and administer users, queues, skills, routing strategies, and contact centre resources.
• Support platform upgrades, patches, deployments, and production releases.
• Work closely with infrastructure, network, telephony, and business teams to deliver operational excellence.
• Maintain technical documentation, runbooks, SOPs, and knowledge base articles.
• Participate in on-call support and major incident management as required.

Required Skills & Experience

• 5+ years of experience supporting enterprise Contact Centre platforms.
• Strong hands-on experience with Avaya Contact Centre solutions.
• Experience administering and supporting Verint Workforce Optimization (WFO) and/or Verint Recording & Quality Management.
• Strong understanding of contact centre technologies, call routing, IVR, ACD, CTI, and workforce management.
• Experience with production support, platform monitoring, and operational support.
• Solid understanding of ITIL processes including Incident, Problem, Change, and Request Management.
• Experience working with Windows Server environments and enterprise infrastructure.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred Skills

• Experience with SIP, VoIP, telephony infrastructure, and contact centre integrations.
• Exposure to cloud contact centre technologies (Avaya Experience Platform, Genesys Cloud, Amazon Connect, or NICE CXone) is an advantage.
• Knowledge of SQL, scripting, or automation tools is desirable.
• ITIL Foundation certification is preferred.