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Senior Technical Specialist - Uc

Singtel Group - Australia,

Source: uWorkin


About the role:

In this role, your primary focus will be the operational ownership, management and resolution of technical services related to Unified Communications, Collaboration and Productivity domains as a part of the Optus Enterprise Advanced Technical Assistance Centre (ATAC) team based in Sydney.

As a highly-engaged subject matter expert with deep hands-on experience in Cisco UC & Collaboration technologies with enterprise-grade Session Border gateway experience, intimate with Session Initiation Protocol (SIP), you will be working in a team of top-tier technical operators, obsessed with Client Experience (Cx) and devoted to Workspace Experiences (Wx) for our large clients at the ‘top-end-of-town’, working complex cases within a mature ITIL service management framework. You will also provide technical leadership and mentoring to the Technical Analysts on the frontline of our service, ensuring a strong capability throughout the depth of the team. You will also need to engage with Vendors for support on applications and systems.

You may be required to participate in an on call roster.


  • Take ownership of customer issues escalated to you and update the incident manager and customer as appropriate.
  • Manage workflow to ensure Major Network or Sensitive Customer Faults are prioritised
  • Contribute to the retention of customers through positive engagement attributable to communication, knowledge and timely response
  • You will work closely with the customer building a strong relationship by demonstrating a sense of urgency, ownership and accountability at all times.
  • You will also work closely with your other team members and management, sharing knowledge and insights to facilitate the highest levels of customer service.
  • Your commitment to the customer will ensure their expectations are always exceeded and your efforts will contribute to future growth opportunities.
What we are looking for:
  • Relevant tertiary and industry qualifications in ICT, engineering, signals, Collaboration and Unified Comms or equivalent experience
  • Demonstrated experience in technical operations and managed services based on industry best practice frameworks such as ITIL
  • CCNP Collaboration or equivalent experience
  • Familiar with automation and scripting
  • Cisco UC mastery
  • Session Initiation Protocol (SIP)
  • Ability to perform under pressure
  • Flexibility in approach to problems
  • Flexible with working hours
Employee Benefits

Working at Optus will provide you with a range of benefits that will enrich your personal and professional life. With features such as a range on on-site Health and Wellbeing specialists, financial advisers, company discounts and childcare services, we ensure that we provide you with a safe and productive work environment.

Head on over to http://www.optus.com.au/about/careers to find out more about what it's like working with Optus.