Contact Centre Specialist

Full-time Information and Record Clerks

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 Enterprise & Business Managed Services as a Contact Centre Specialist, providing technical support and engineering across key contact centre technologies. You will design and build call flows, manage incidents, and resolve technical issues while collaborating with internal stakeholders and vendors.

This role is critical in delivering exceptional customer and employee experiences, supporting platforms such as NICE, Cyara, and ThousandEyes, and driving strong service outcomes through effective problem, change, and vendor management.

What You’ll Do

Provide technical support and engineering across contact centre platforms, ensuring incidents are resolved within SLA and owned through to closure

Design, build and maintain call flows/IVR solutions to meet busin...