Select how often (in days) to receive an alert:
At Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
This role will support the delivery of the largest Federal Government Contact Centre.
The day to day Take ownership of customer issues raised to you and update the incident manager and customer as appropriate. Providing excellent customer experience through positive engagement attributable to communication, knowledge and timely responses. Ensure Interactions & incidents are updated in ServiceNow. Work with transition team to ensure all new solutions to transitioned are checked for reliability and all documentations are available for ongoing support. Why you are our next Senior Technical Specialist Degree or equivalent experience within IT/Engineering field Knowledge of major NICE CXOne contact centre technologies Thorough understanding of SIP technology and extensive experience in managing SBCs Experience in Call Recording Solutions In-depth familiarity with ITIL processes (especially Change Management, Incident Management and Problem Management) and extensive hands-on experience in ITIL environments You must be an Australian citizen and be eligible for Federal Government security clearance What's in it for you? 3 days in the office, 2 days remote – with flexible hours to suit! Inclusive paid parental leave, up to 14 weeks for the primary care giver All Optus employees have access to resources, webinars and support via the 'Parents at Work portal' Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University) Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon! Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
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. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email or call 1800 309 170 and we will be in touch.
For more information on Diversity, Inclusion & Belonging at Optus, please visit
#J-18808-Ljbffr