Technical Consultant Engineer

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Job Information

Job Code: 00255945

Job Family: Services

Job Function: Services Engineering

About the Job

We are seeking an experienced Avaya Technical Lead to take ownership of design, deployment, integration, and support of Avaya-based contact center and telephony solutions. The ideal candidate will lead technical teams, ensure smooth operations of Avaya systems, and serve as the technical point of contact for projects, enhancements, and escalations. This is an individual contributor role working with the power of influence across the internal and external stakeholder group.

About the Responsibilities

Solution Ownership & Design:

• Technical Design ownership of the architecture.
• Architect and optimize Avaya contact center solutions including Avaya Oceana, AEP/IVR, CMS, and integrations with third-party custom applications and platforms (e.g., Verint, WFO, etc.).
• Lead the design of predictive, progressive, and agentless campaigns based on business use cases (collections, customer survey, callbacks, etc).
• Change Governance for the overall solution.

Project Coordination:

• Provide technical leadership in projects involving Avaya UC/CC technologies.
• Collaborate with cross-functional teams (e.g., network, infrastructure, application) to support the solution.
• Review technical documentation, including HLDs, LLDs, and solution design specs, and ensure the solution adheres to the contract and agreed support SLAs.

Operational Support:

• Act as the technical escalation point for Avaya-related incidents, outages, and problems.
• Be a SPOC and host troubleshooting calls during system outages and ensure the systems are restored within the SLAs.
• Monitor system performance and proactively identify areas of improvement and establish processes around monitoring.
• Ensure system availability and high uptime through regular maintenance and failover testing.
• Participate in business continuity and disaster recovery planning and execution.
• Laise with release management on upcoming rollout to plan support readiness.

Security & Compliance:

• Ensure the solution meets organizational and regulatory security standards.
• Coordinate with security, Infra, and network team to perform audits, hardening, patching, and vulnerability remediation.

Vendor & Stakeholder Management:

• Coordinate with Avaya support, third-party vendors, and internal teams for issue resolution.
• Provide technical insights and progress updates to leadership and stakeholders.
  

About You

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