Contact Centre Specialist

Date: 29 Jun 2026

Location: Macquarie Park, Australia

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Company: Singtel Group

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 business and customer experience requirements

Manage incidents, problems, and changes using ServiceNow, ensuring accurate updates, compliance, and successful delivery

Collaborate with internal stakeholders and vendors to troubleshoot issues, drive outcomes, and maintain strong service performance

Support workforce management activities and deliver reporting across contact centre applications as required

Continuously improve services by maintaining technical expertise, updating documentation, and contributing to enhanced customer and employee experience

What You Bring

5+ years’ experience in contact centre support or implementation within ICT, telecommunications, or IT environments

Strong hands-on expertise with contact centre technologies (e.g. NICE CXone, Cisco Webex CC) and tools such as ThousandEyes and Cyara

Proven troubleshooting, analytical, and problem-solving skills with the ability to manage incidents and escalations effectively

Solid understanding of contact centre design, implementation, operations, and ITIL service management frameworks

Excellent communication and stakeholder management skills, with experience working with customers and vendors

A proactive, adaptable mindset with strong customer experience focus and commitment to continuous learning and improvement

The good stuff….

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.

Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

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 [email protected] or call 1800 309 170.

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