In-Demand Ccaas support Jobs in Melbourne, Vic

CCaaS Support Engineer
Concentrix —Melbourne VIC
- Full-time
- Management
- Analysis skills
- Scripting
Delivery Consultant - Amazon Connect, AWS Professional Services
Amazon Web Services Australia Pty Ltd —Melbourne VIC
- Full-time
- CRM software
- Computer Science
- Salesforce
AWS Cloud Solutions Consultant - AWS Connect - CX
Concentrix —Melbourne VIC
- Full-time
- DevOps
- SQL
- AWS
CX Technology Consultant
Datacom —Melbourne VIC
- Full-time
- Hybrid work
- CRM software
- Bachelor's degree
- APIs
- Parental leave
- Employee discount
Quick Apply
Lead Cloud Solutions Consultant
Concentrix —Melbourne VIC
- Full-time
- Hybrid work
- Salesforce
- AWS
- Financial services
Senior Applied AI Solutions Architect, Amazon Connect, AWS, AWS Applied AI Solutions
Amazon Web Services Australia Pty Ltd —Melbourne VIC
- Full-time
- CRM software
- AWS
- Presentation skills

More jobs to discover

Find similar jobs that you might be interested in.

Delivery Consultant - Amazon Connect, AWS Professional Services
Amazon Web Services Australia Pty Ltd —Melbourne VIC
Bachelor's degree in Computer Science, Engineering, a related field, or equivalent experience. You will operate at the intersection of technology and contact…
Senior Delivery Consultant - Amazon Connect, AWS Professional Services
Amazon Web Services Australia Pty Ltd —Melbourne VIC
At AWS, we’re hiring experienced consultants with a background in enterprise call centers to help our enterprise customers understand, plan and implement best…

I want to receive the latest job alert for ccaas support in melbourne, vic

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

ccaas support jobs near melbourne, vic

Technology Consultant jobs in Melbourne VIC

Recruitment Consultant jobs in Brisbane Qld

Inbound Customer Service Consultant jobs in Melbourne City Centre Vic

Fitness Consultant jobs in Blakehurst Nsw

Delivery Driver Casual jobs in Cockburn Wa

Travel Consultant jobs in Perth Wa

Recruitment Consultant jobs in West Lakes Sa

Cloud Consultant jobs in Bondi Junction Nsw

Remote Cloud Azure jobs in Brisbane Qld

Senior Software Engineer jobs in Remote

Senior Solution Architect jobs in West Perth Wa

Senior Solution Architect jobs in Campbelltown Nsw

Senior Mental Health Clinician jobs in Sydney Nsw

Senior Analyst Financial Crime $130,000 jobs in Sydney Nsw

Senior Solution Architect jobs in New South Wales

Education Consultant jobs in Alkimos Wa

Gym Membership Consultant jobs in Wantirna Vic

Retail Service Consultant jobs in Mount Druitt Nsw

Technology Consultant jobs in Sydney Nsw

Technology Consultant jobs in Brisbane Qld

CCaaS Support Engineer

Concentrix -
Melbourne VIC

Apply Now

Job Details

Full-time

Qualifications

Management
Incident management
Technical support
Analysis skills
ITIL
Scripting
APIs
AI
Communication skills
Help desk

Full Job Description

We are seeking a skilled CCaaS Support Engineer with experience preferably in Amazon Connect, and/or Genesys Cloud, any other Contact Center as a Service (CCaaS) platforms. The ideal candidate will have hands-on experience providing Level 1 and Level 2 support, including managing Interactive Voice Response (IVR) systems, call flows / routing and managing MAC requests. This role requires a proactive problem solver with a good understanding of contact center technologies and a passion for delivering exceptional technical support to customers.Please Note: This position requires an Australian Citizen due to customer requirements. Additionally, the role may involve being on-call to support 24x7 customer operations.
Key Responsibilities:

Technical Support: Provide Level 1 and Level 2 support for Amazon Connect, Genesys Cloud and other CCaaS platforms, ensuring rapid resolution of technical issues to minimize downtime.
Incident Management: Monitor, triage, and resolve incidents related to CCaaS platforms, IVR systems, and core routing, following established protocols and ensuring compliance with SLAs.
IVR and Routing Configuration: Implement, maintain, and troubleshoot IVR configurations and core routing rules to ensure optimal call flow and customer experience.
System Monitoring: Continuously monitor system performance and health, proactively identifying potential issues and addressing them before they impact operations.
Issue Escalation: Collaborate with internal teams and external vendors to escalate and resolve complex technical issues, ensuring clear communication and status updates.
Documentation: Maintain accurate and detailed documentation of incidents, solutions, and configurations to build a comprehensive knowledge base for future reference.
Continuous Improvement: Identify areas for process and system improvement, providing recommendations to enhance efficiency, performance, and customer satisfaction.
Collaboration: Work closely with cross-functional teams, including network engineers, software developers, and operations teams, to ensure seamless operation and integration of CCaaS platforms.
User Training and Support: Assist end-users with platform-related queries, provide training on system functionalities, and ensure users are equipped to leverage the full potential of the CCaaS platforms.

Qualifications:

Experience: Minimum of 2+ years of experience in a technical support role with a focus on contact center technologies, including Amazon Connect and/or Genesys Cloud.
Technical Expertise: Strong hands-on experience with CCaaS platforms, IVR systems, core routing, and call flow configurations. Including other Customer Experience (CX) digital solutions, Voice and Chatbots and Conversational AI. Knowledge of scripting languages and APIs for integrations is a plus.
Problem-Solving Skills: Excellent analytical and troubleshooting skills, with the ability to quickly identify and resolve complex technical issues.
Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users and collaborate effectively with technical teams.
Customer Focus: Dedicated to delivering exceptional support and ensuring a seamless customer experience through proactive issue management and resolution.
Certifications: Relevant certifications in Amazon Connect, Genesys Cloud, or other CCaaS platforms are highly desirable.
Team Player: Ability to work independently as well as part of a team, with a strong commitment to collaboration and continuous learning.

Preferred Qualifications:

Experience with other CCaaS platforms and related technologies.
Knowledge of contact center operations and best practices.
Familiarity with ITIL processes and service management tools (e.g Atlassian)

Why Join Us?
At Concentrix, you will join a dynamic team committed to delivering world-class customer experiences through cutting-edge contact center technologies. As a CCaaS Support Engineer, you will have the opportunity to work with leading platforms, contribute to process improvements, and play a key role in ensuring our contact center operations run smoothly and efficiently.

Apply Now

Refine Your Search

ccaas support jobs in melbourne, vic

CCaaS Support Engineer

Delivery Consultant - Amazon Connect, AWS Professional Services

AWS Cloud Solutions Consultant - AWS Connect - CX

CX Technology Consultant

Lead Cloud Solutions Consultant

Senior Applied AI Solutions Architect, Amazon Connect, AWS, AWS Applied AI Solutions

More jobs to discover

I want to receive the latest job alert for ccaas support in melbourne, vic

Explore jobs in more locations

Job Seeker Tools

Employer Tools

Browse

Stay Connected