Join great organisation!Permanent role Sydney location (hybrid work) Contact Centre Specialist – Cloud & UC Technologies Location: Sydney CBD Employment Type: Permanent, Hybrid (3 days office / 2 days remote) Role Type: Permanent role We are seeking an experienced Senior Contact Centre Specialists to deliver high-quality managed services and technical support across modern Cloud Contact Centre environments The Role: In this hands-on technical position, you will take ownership of escalated incidents, support operational change processes, and contribute to the seamless delivery of Contact Centre services. This is an excellent opportunity for a technically capable professional who enjoys troubleshooting complex issues, working within an ITIL framework, and collaborating with internal teams and vendors to ensure service stability and an outstanding customer experience. Duties & Responsibilities: Resolve complex escalated incidents and major customer faults across Cloud Contact Centre environments. Prioritize sensitive or high-impact issues and maintain accurate records in ServiceNow. Execute complex Moves, Adds, Changes (MACs), transitions, and after-hours deployments in line with CAB-approved processes and SLAs. Collaborate with internal engineering teams, vendors, and project groups to meet customer requirements and ensure solution reliability. Maintain and enhance technical documentation, including updates to incident, problem, and change records. Attend service governance meetings as a technical SME and support the development of junior team members. Technical Responsibilities – Cloud & Automation Focus: Design and develop AWS Lambda–based monitoring workflows, including Python automation for data collection and processing. Implement CI/CD pipelines to deploy monitoring code using GitHub and AWS-native tooling (CodePipeline, SAM/CDK). Build secure and scalable S3-based data ingestion and storage patterns for monitoring artefacts and event payloads. Create and tune CloudWatch metrics, alarms, log insights queries, and composite alarms for service health and SLA tracking. Develop CloudWatch Dashboards (and optionally Grafana dashboards) to visualize performance, capacity, and application-level telemetry. Write automation scripts to generate alerts, enrich monitoring data, and support downstream integrations (SNS, event routing, or third-party tools). Apply AWS monitoring best practices using CloudTrail, Config, and CloudWatch Logs for audit, compliance, and operational visibility. Build a modular monitoring architecture aligned to event-driven, serverless, and secure-by-design patterns. Experience & Skills Required: 5 years’ experience in Cloud or Contact Centre technologies with strong ICT technical and operational background. Hands-on expertise with Cloud and Contact Centre technologies such as AWS, NICE CXone, SIP routing, implementation, and operations. Deep knowledge of ITIL processes (Incident, Change, Problem) with extensive experience in ITIL-aligned environments. Ability to interpret and discuss detailed technical design documents with internal teams and customers. Highly organized, autonomous, and confident under pressure. Excellent communication skills with strong customer and vendor management capability. Proactive, adaptable, and results-focused, with a strong team ethic and willingness to mentor others. Desirable: Certifications in NICE CXone, SBC, AWS/Cloud, or similar technologies. Benefits & Perks: Competitive remuneration and employee discounts Flexible working arrangements and hybrid work options Vibrant office campus with cafes, gym, childcare, and more Comprehensive leave policies including additional ‘Connected’ days Access to professional development programs and micro-credentials Employee-led networks and diversity initiatives Wellbeing support including free 24/7 counselling If this sounds like you, don’t wait—submit your application today and take the next step in your career. Diversity, Equity & Inclusion at Hudson Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen. Casual Loading Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles. Consultant Marta.Noskova@hudson.com Reference number: 248424 Profession:IT, Technology & DigitalEngineering - Cloud IT, Technology & DigitalHelp Desk & IT Support Company: Hudson Date posted: 6th Feb, 2026
