Senior Service Engineer - Contract - Sydney/ Melbourne
On-siteSydney, New South Wales, Australia
Job Summary
Oversee end-to-end operational delivery within the Contact Centre platform, leading Incident Management, Problem Management, and Change/Release processes alongside an internal L3 support team. Act as the technical escalation point for IT, business stakeholders, and operations teams while driving root cause analysis, post-incident reviews, and automation initiatives to optimize performance. Manage daily service operations, develop and maintain operational documentation, and perform technical impact assessments for complex changes. Lead Major Incident Management with full technical ownership and collaborate with cross-functional teams to ensure seamless service enhancements. Requires 8+ years in IT service delivery with Avaya, Verint, and Aspect expertise, plus ITIL v4 knowledge. Duration is 06 months with possible extension; eligible candidates must be Australian or NZ citizens/PR holders.
Required Qualifications
- 8+ years' experience in IT industry (Avaya, Verint, Aspect etc)
- Three years' experience in service delivery operations and a broad range of IT platforms and disciplines
- Good understanding of Avaya Aura Platform and Protocols like SIP & H.323
- Communication Manager, System Manager, Session manager version 10.2
- Avaya CMS 20.X
- AES version10.1.2
- AudioCodes 7.4
- Nuance Version NSS 11.0.12
- G450 Gateways (MP160) 40.20.0
- Verint version 15.2
- Tertiary qualifications in IT or related discipline, or equivalent experience
- Australian/NZ Citizens/PR Holders only
Desired Qualifications
- Experience with Contact Centre technology/tools including Avaya, Verint, Aspect Dialler, WFM, Voice, AppDynamics, Splunk, Elastic, Aternity, Power BI, Oracle EOM, Service Now, PowerShell , MO365, etc
- Experience in a financial services industry desirable
- Strong analytical and troubleshooting skills
- Ability to handle critical production issues
- Strong written and verbal communication skills desirable
- Avaya certification preferred
- Post graduate qualifications are desirable
- ITIL v4 desirable
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