Senior Contact Centre Specialist

Only applicants with full Australian Citizenship can be considered for this role, due to security requirements. 

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. 


 
Join Optus as a Senior Contact Centre Specialist, where you’ll deliver advanced technical support and managed services across Cloud Contact Centre platforms for a large govenment agency You’ll own highly complex escalations, drive incident and change processes, mentor other team members, and act as a technical SME across key customer engagements. Operating within a high‑pressure, ITIL‑aligned environment, you’ll ensure stability, reliability, and continuous improvement across mission‑critical Contact Centre and UC technologies. 

Your day to day will consist of  

• Resolve complex escalated incidents and major customer faults across Cloud Contact Centre environments. 

• Prioritise sensitive or high‑impact issues while ensuring all interactions and updates are accurately recorded in ServiceNow. 

• Execute complex MACs, transitions, and after‑hours changes in line with CAB‑approved processes and SLAs. 

• Collaborate with internal engineering teams, vendors, and project groups to meet customer requirements and ensure solution reliability. 

• Maintain and improve technical documentation, contributing updates to incident, problem, and change records. 

• Attend service governance meetings as a technical SME, providing expert guidance and supporting the development of junior team members 
  
  
    

 
What makes you perfect for the role?  

• 5+ years’ experience in Contact Centre technologies with strong ICT technical and operational background. 

• Hands‑on expertise with platforms such as NICE CXone, SBCs, SIP routing, UC/CC design, implementation, and operations. 

• Deep knowledge of ITIL processes (Incident, Change, Problem) with extensive experience in ITIL‑based environments. 

• Strong ability to interpret and discuss detailed technical design documents with internal teams and customers. 

• Highly organised, capable of working autonomously, and confident performing under pressure. 

• Excellent communication skills with strong customer and vendor management capability. 

• Proactive, adaptable, and results‑focused, with a strong team ethic and willingness to mentor others. 

• Desirable: Certifications in NICE CXone, SBC, AWS/Cloud, or similar technologies. 
  
  
   

The good stuff…. | What’s in it for you?  

• 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.  

• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.  

• 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 AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.  

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity