Job Title: EL1 Contact Centre Systems Tech Lead
Duration: 12 months with possible extension
Location: Canberra/Brisbane/Sydney/Hybrid
As a Contact Centre Tech lead you will be responsible for supporting and managing new and existing applications in cloud environments about our Contact Centres. One of the primary roles will be support of AWS issues, especially about AWS Connect. This will require investigating issues and lodge support requests where required whilst also managing stakeholders. You will be required to scope changes and promote change to production.
Duties
* Troubleshooting technical issues in a cloud-based environment.
* Provide support & maintenance for AWS.
* Configuring systems and applications based on industry best practices and utilizing IaC tools (Terraform).
* Work closely with the ICT Service Desk & Contact Centre on escalation of issues.
* Examining current systems and making suggestions on efficiencies and improvement areas.
* Reviews of Merge requests and promotion of merge requests between environments.
* Collaborating with Assistant Director, Project Leads and IT team to resolve issues, and ensuring solutions are viable and consistent.
* Be an escalation point for APS5 and APS6 team members and mentor and advise them.
* Contribute to the design and implementation of enhancements and new products within the Contact Centre AWS instance.
* Build and maintain effective working relationships with other technical teams, business stakeholders and vendors.
Essential Criteria
* 2+ years of experience with AWS.
* Experience configuring and maintaining applications in cloud environments.
* Experience working with Change Control & Stakeholders.
* Demonstrated experience troubleshooting and resolving issues within a cloud environment.
* Experience managing relationships with stakeholders and application vendors where you are the main point of contact to configure and maintain applications.
* Experience working in an application support environment.
* Broad experience in different ICT disciplines.
Desirable Criteria
* Experience with VOIP systems and troubleshooting issues.
* Experience using IaC (Terraform) and Git (Gitlab)
* Experience working in an operational environment within ICT management frameworks such as ITIL.
Due to security clearance requirements for this role, candidates must be Australian citizens and can obtain security clearance
If this role aligns with your skills and aspirations, apply now for immediate consideration. Contact Archna Singh at 02 6245 1708, quoting Job Reference: #263121
The application deadline for this position is on 31st July 2024.
Please note that only candidates meeting the specified criteria will be contacted. Your interest in the position is greatly appreciated.
Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply.
