Contact Center Support Engineer (L1)
Core
First-line support engineer handling incidents and service requests across voice, chat, email, and digital channels for contact center operations.
Role type
L1 Contact Center Support Engineer
Builds
Stable contact center operations and user support across omnichannel platforms
Domain
Telecommunications and Customer Support
Required skills
User-level troubleshooting, fault isolation, incident management, IVR troubleshooting, SIP/VoIP fundamentals, network troubleshooting (WAN/LAN), CRM integration awareness, Azure Communication Services, Microsoft Dynamics Omnichannel
Preferred skills
Certification in any Contact Center platform
Technologies
Azure Communication Services, Microsoft Dynamics Omnichannel, SIP/VoIP, IVR, CRM (via careerplan.io/jobs/c35d1e59-fa83-468c-909c-e6a9972e8a88-contact-center-support-engineer-l1-at-xpt-software-australia-pty)
Responsibilities
Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels; Monitor contact center operations and identify service-impacting issues; Log, classify, prioritize, and track incidents through resolution; Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation; Coordinate with business users, operations teams, telecom teams, and technology stakeholders; Support agent desktop, routing, IVR, omnichannel, and reporting-related issues; Maintain knowledge articles, operational runbooks, and support documentation; Participate in shift-based and on-call support as required