Location: Melbourne (Hybrid)Division: IT Technology & Operations
We are seeking an experienced Contact Centre Senior Engineer to join our Voice Technology Services team. This role is critical in ensuring the stability, performance, and ongoing improvement of enterprise voice platforms across Australia and New Zealand.
The Role This position is responsible for the support and management of enterprise voice technologies, providing both business-as-usual (BAU) support and subject matter expertise (SME) across a range of projects and initiatives.
Key responsibilities include:

• Supporting and maintaining call centre platforms (Genesys, Solidus), corporate voice (Microsoft Teams, Lync/Skype), PBX technologies, and conferencing systems.
• Managing incidents, changes, and service requests to ensure stability, performance, and compliance with service levels.
• Acting as a technical SME for project delivery, including design, estimation, and implementation support.
• Driving process improvements, governance adherence, and operational efficiencies.
• Engaging with vendors to ensure performance against contractual obligations and ITSM processes.

About You The successful candidate will demonstrate:

• A minimum of 7 years’ experience supporting enterprise voice technologies.
• Strong hands-on expertise in Genesys PureEngage (CIC desirable).
• Solid enterprise telephony knowledge, including VoIP platforms, Microsoft Teams 365, Lync/Skype for Business, and PBX systems.
• Strong understanding of networking fundamentals, including QoS and switching technologies.
• Familiarity with ITIL Service Management practices.
• Strong problem-solving ability with a customer service focus.

Experience with automation and testing tools such as Cyara will be highly regarded.
What’s on Offer This is an excellent opportunity to join a high-performing team where your technical expertise will directly contribute to the delivery of critical voice services. We offer flexible working arrangements, professional development opportunities, and the chance to play a key role in driving improvements and supporting organisational priorities.
Interested candidates, please send your CV to [email protected] or call 61483911897 then look for Mark.