In-Demand Senior contact centre specialist Jobs in Canberra, Act

Senior Contact Centre Specialist
Optus —Canberra ACT
- On call
- Analysis skills
- Communication skills
- Parental leave
- Employee discount
Lecturer/ Senior Lecturer
Australian National University —Canberra ACT
- $124,638 - $166,338 a year
- Full-time
- Doctoral degree
- Research
- Master's degree
2027 Graduate Development Program – Generalist Stream
Australian Government —Canberra ACT
- Administrative experience
- Bachelor's degree
- AI
- Relocation assistance
- Annual leave
Senior Lecturer
Australian National University —Canberra ACT
- $149,657 - $166,338 a year
- Full-time
- Doctoral degree
- Research
- Master's degree
9d
Lecturer / Senior Lecturer
Australian National University —Canberra ACT
- $124,638 - $166,338 a year
- Full-time
- Doctoral degree
- Research
- Master's degree
9d
2027 Graduate Development Program – Digital Stream
Australian Government —Canberra ACT
- Administrative experience
- Bachelor's degree
- AI
- Relocation assistance
- Annual leave
Canberra Region Cancer Centre Senior Registrar | Full-time Temporary
Canberra Health Services —Canberra ACT
- $173,760 a year
- Temporary
- University
Head of Philanthropy
Australia Red Cross —Canberra ACT
- Full-time
- Hybrid work
- Annual leave
- Employee assistance program
10d
Senior Associate - Workplace Law (open on location)
Avant —Canberra ACT
- Full-time
- Management
- In-person
- Communication skills
- Employee assistance program
2027 Graduate Development Program – Affirmative Measure (Indigenous)
Australian Government —Canberra ACT
- Administrative experience
- Bachelor's degree
- Recruiting
- Relocation assistance
- Annual leave
Radiation Oncology Senior Resident Medical Officer | Full-time Temporary
Canberra Health Services —Canberra ACT
- $111,826 - $135,446 a year
- Temporary
- Supervising experience
Rehabilitation Medicine Senior Resident Medical Officer | Full-time Temporary
Canberra Health Services —Canberra ACT
- $111,826 - $135,446 a year
- Temporary
Paediatric Medicine Senior Resident Medical Officer | Full-time Permanent
Canberra Health Services —Canberra ACT
- $111,826 - $135,446 a year
- Full-time
- Paediatrics
Team Manager - Perinatal and Infant Mental Health Consultation Service | Full-time Temporary with a Possibility of Permanency
Canberra Health Services —Canberra ACT
- $127,597 - $142,688 a year
- Temporary
- Employee assistance program
8d
Paediatric Medicine Senior Registrar | Full-time Permanent
Canberra Health Services —Canberra ACT
- $173,760 a year
- Full-time
Postdoctoral/Research Fellow
Australian National University —Canberra ACT
- $91,549 - $141,317 a year
- Full-time
- Doctoral degree
- Data analysis skills
- Laboratory experience
3d
Paediatric Medicine Registrar | Full-time Temporary
Canberra Health Services —Canberra ACT
- $125,473 - $155,223 a year
- Temporary
Postdoctoral Fellow/Research Fellow
Australian National University —Canberra ACT
- $91,549 - $141,317 a year
- Full-time
- Doctoral degree
- Research
- University
3d
Childhood Early Intervention Clinician/Clinical Manager - Child and Adolescent Mental health Services | Full-time Permanent
Canberra Health Services —Canberra ACT
- $111,639 - $133,492 a year
- Full-time
- Employee assistance program
7d

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Senior Contact Centre Specialist

Optus -
Canberra ACT

Apply Now

Job Details

Benefits

Parental leave
Employee discount

Qualifications

Analysis skills
ITIL
ServiceNow
Communication skills

Full Job Description

Date: 20 Jun 2026

Location: Canberra, Australia

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Company: Singtel Group

Only applicants with full Australian Citizenship can be considered for this role, due to security requirements.

This role can be located in any of our offices: Melbourne, Sydney, or Brisbane.

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

We are seeking a Senior Contact Centre Engineer to support and manage critical contact centre platforms for a Federal Government customer. This role is responsible for delivering Level 2/3 operational support across voice, outbound dialling, voice biometrics and analytics platforms, ensuring high system performance, security, and reliability.

You will work across leading technologies including Genesys, Nuance, and analytics platforms, supporting both business-as-usual operations and new capability rollouts. This is a hands-on position where you will troubleshoot complex issues, manage incidents and changes, and contribute to ongoing system optimisation within an Agile and ITIL-aligned environment.

Working closely with customers, internal teams, and multiple service providers, you will play a key role in maintaining service continuity and improving platform performance. You’ll also contribute to automation, knowledge sharing, and continuous improvement initiatives across the team.

This is a customer-facing role within a fast-paced, multi-vendor environment, with on-call responsibilities and after-hours support required.

What You’ll Do

Provide Level 2/3 support across contact centre technologies including Genesys, Nuance voice/biometrics, and analytics platforms
Troubleshoot and resolve complex issues across voice, dialler, and data environments to minimise customer impact
Manage incidents, problems, and changes in line with ITIL processes using ServiceNow or similar tools
Support system deployments, upgrades, patching, and security controls to maintain platform stability and compliance
Collaborate with customers, internal teams, and vendors, acting as a technical point of contact in delivery forums
Drive continuous improvement through automation, documentation, mentoring, and optimisation of contact centre platforms

What You Bring

Strong experience (8–10+ years) working with contact centre technologies such as Genesys Cloud CX / Engage or Nuance speech/IVR platforms
Hands-on knowledge of voice technologies (SIP/RTP) and exposure to voice biometrics solutions
Experience working within ITIL environments, including incident, problem, and change management
Technical capability across Linux/Windows, SQL databases, and scripting (PowerShell or Python)
Strong troubleshooting and analytical skills with the ability to resolve complex technical issues
Excellent communication and stakeholder engagement skills, with experience in customer-facing and multi-vendor environments

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.
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.

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. We're here to help.

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

Apply Now

Refine Your Search

senior contact centre specialist jobs in canberra, act

Senior Contact Centre Specialist

Lecturer/ Senior Lecturer

2027 Graduate Development Program – Generalist Stream

Senior Lecturer

Lecturer / Senior Lecturer

2027 Graduate Development Program – Digital Stream

Canberra Region Cancer Centre Senior Registrar | Full-time Temporary

Head of Philanthropy

Senior Associate - Workplace Law (open on location)

2027 Graduate Development Program – Affirmative Measure (Indigenous)

Radiation Oncology Senior Resident Medical Officer | Full-time Temporary

Rehabilitation Medicine Senior Resident Medical Officer | Full-time Temporary

Paediatric Medicine Senior Resident Medical Officer | Full-time Permanent

Team Manager - Perinatal and Infant Mental Health Consultation Service | Full-time Temporary with a Possibility of Permanency

Paediatric Medicine Senior Registrar | Full-time Permanent

Postdoctoral/Research Fellow

Paediatric Medicine Registrar | Full-time Temporary

Postdoctoral Fellow/Research Fellow

Childhood Early Intervention Clinician/Clinical Manager - Child and Adolescent Mental health Services | Full-time Permanent

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