About the Role
We're looking for a Senior Consultant - Avaya Contact Center to join our team. The Avaya Contact Center Operations & Support Specialist is responsible for the end-to-end administration, configuration, maintenance, and support of Avaya UC, CC solutions, Verint and Guardian products. The role ensures uninterrupted contact center operations, efficient call routing, compliance with business announcements, system patching, and coordination across telephony, WFO, CRM, and infrastructure layers.
Location
Sydney
Compensation
108571-119893 AUD Annual Gross
Flexible Working Arrangements
Hybrid, reviewed case-by-case basis.
Roles and Responsibilities
* Technical Support: Avaya CM, SM, SMGR, SBC, AES, Breeze, AMS, Aura messaging, Avaya messaging, Avaya media GWs, Soft clients (One-x, workplace, workspace), AADS, SAL, Utility servers, POM, AACC, AEP and Avaya recorders.
o Nortel CS1K, Call pilot.
o Verint Recorder, Speech analytics, QM, DPA, Customer feedback and Workforce management.
o Guardian servers VOIP GWs, Guardian soft clients, Guardian switches, Guardian SBCs.
* Implementation & Configuration: Install, configure, and upgrade Avaya voice, Nortel, Verint and Guardian solutions, including Creation of Skill, VDN, Campaign, Call Routing, Vectors & Announcements.
* Customer Interaction: Provide remote or onsite support to clients, ensuring adherence to Service Level Agreements (SLAs).
* System Maintenance: Perform routine maintenance, proactive monitoring, monthly patching, and health checks on systems.
* Troubleshooting: Analyse call flows, troubleshoot voice quality issues, and provide root cause analysis.
* Support Readiness: 24*7 shift work / On-Call support readiness over weekend and after hours.
Essential
* Bachelor's or master's degree in computer science, Information Technology, or a related field.
* Over 7 years of experience in Support, operations and implementations, specifically focusing on Avaya Contact Center and related technology platforms.
Preferred
* Certifications: Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS).
* Experience: Previous experience supporting Avaya Aura, Contact Center (Elite/Experience Portal), Nortel, Verint and Guardian products.
Additional
* Excellent customer-facing skills.
* Excellent written and verbal communication skills.
* Strong attention to detail and outstanding analytical and problem-solving skills.
* Strong understanding of IP networking, VoIP, SIP protocols, and Linux.
* Replace and manage server-side certificates across Avaya and integrated platforms.
* Knowledge of Windows and Linux server environments.
* Oracle SBC.
* Experience supporting CRM integrations (SAP, Salesforce).
Benefits
* Income Protection Insurance.
* Paid Parental and Volunteer leaves.
* Employee Assistance Program (EAP).
* Flexible working arrangements (hybrid, reviewed case-by-case basis).
* Health Insurance Discount and Well-being Program.
* Access to Fitness and Gym Memberships.
* Salary packaging and novated leasing.
Equal Opportunity
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
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