Senior Specialist - Contract - Sydney/ Melbourne

Requirements

Role Summary

The Senior Specialist is a role within Contact Centre Platforms team, supporting the day-to-day operations of HDC services.

The role works closely with support (L1/L2/L3), Operations and business team to ensure smooth operation of contact centre services.

Key Responsibilities

Operational Support & Monitoring

· Perform basic platform monitoring using dashboards and tools

· Execute routine health checks and validation activities

· Support daily BAU operational activities across HDC services

· Identify and raise alerts/issues to senior L2/L3 team members

 Incident & Problem Support

· Assist in incident triage, logging, and initial assessment

· Perform basic troubleshooting using runbooks and SOPs

· Escalate incidents to CCP Specialists or Engineers when required

· Track incidents and support updates to stakeholders

 Change & Release Support

· Assist in executing approved changes and deployments

· Perform testing and basic validation post-change

· Follow change procedures and support documentation updates

· Work under supervision for release support activities, PIVs, Testing etc

Platform Configuration Support

· Support basic configuration activities (e.g., queues, users, routing updates)

· Assist in onboarding new users or business units

· Maintain and update configuration records and documentation

· Support testing of new features and enhancements

Customer & Stakeholder Support

· Respond to simple service requests and user queries

· Provide clear and timely updates to internal users

· Support customer onboarding and operational readiness activities

· Escalate complex issues appropriately

Knowledge & Process Adherence

· Follow defined runbooks, SOPs, and operational procedures and contribute to knowledge base updates and documentation

· Ensure adherence to governance, controls, and operational standards

Service Management & Operations

· Strong understanding of ITIL practices (Incident, Request, Problem, Change)

· Experience in production support / platform operations

· Ability to manage & report on SLAs, OLAs, and service KPIs

Soft Skills

· Strong problem-solving and analytical skills

· Excellent communication and stakeholder management

· Ability to work in high-pressure operational environments

· Customer-focused mindset with attention to detail