Technical Manager | Contact Centre Technology & Leadership

  • Australia
  • Sydney
  • Permanent
  • Competitive Salary, Benefits + Annual Bonus

Role Overview

We are seeking a Manager in the Contact Centre space. You could have previously had any of the following job titles

  • Technical Support Manager
  • Technical Manager
  • Operations Manager
  • Service Delivery Manager.

In this position, you will manage a team of Engineers to drive the timely resolution of incidents, implement changes, and ensure continuous service improvement. You will be working closely with key personnel within a handful of customers across the Financial Services and Government domains.

This role is focused on CCaaS, UCaaS and Contact Centre support, so experience in this domain is important.

Key Responsibilities

  • Operational Leadership: Meeting client Service Levels (SLAs) and ensuring KPIs are met, while forecasting engineering efforts for project delivery.
  • Team Development: Lead, coach, and mentor staff. Manage recruitment, retention, and training needs to ensure technical capability.
  • Incident & Escalation Management: Act as the primary escalation point for critical incidents, managing communication with Directors and Heads Of departments to resolve complex issues.
  • Stakeholder Engagement: Build strong relationships with vendors, sales teams, and customer delivery teams to ensure end-to-end service delivery.

Key Requirements

  • Experience: Contact Centre experience is essential, ideally working with clients within Government or Financial Services Industries
  • Methodology: ITIL experience is preferred but not essential
  • Skills: Exceptional crisis management, conflict resolution, and analytical problem-solving skills.

Benefits

  • Career Growth: Opportunity to be recognised as an authority in your field with defined career paths and leadership development.
  • Innovation: A role that encourages “thinking outside the box” to drive strategic organisational growth.
  • Impact: Work with high-profile clients, including State Government, Banking, and Retail sectors.
  • Culture: Join a supportive environment focused on recognition, coaching, and employee engagement.

Next Steps If you are a strategic leader ready to transform technical operations, apply today.

Apply now

Submit your details and attach your resume below. Hint: make sure all relevant experience is included in your CV and keep your message to the hiring team short and sweet - 2000 characters or less is perfect.