About Us:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

• Telecommunications System Support: Provide technical support for Avaya telecommunications systems, including Avaya Aura Communication Manager, Avaya IP Office, Avaya Aura Messaging, and Avaya Session Border Controller (SBC). Assist users with call handling, voicemail, conferencing, and other telephony features.
• System Administration: Administer Avaya systems and applications, including system configuration, user provisioning, dial plan management, and trunk configuration. Monitor system health, performance, and capacity, identifying and resolving issues to ensure uninterrupted service.
• Voice Network Troubleshooting: Troubleshoot voice network issues, including call quality problems, voice packet loss, latency, and jitter. Analyze call logs, signaling messages, and network traces to diagnose and resolve voice-related issues in collaboration with network engineers and service providers.
• Unified Communications Integration: Integrate Avaya telephony systems with unified communications (UC) platforms, collaboration tools, and business applications. Configure integration features such as presence, instant messaging, and click-to-call to enhance communication and productivity.
• End-User Support: Provide technical support and assistance to end-users regarding telephony hardware, software clients, and mobile applications. Troubleshoot user-reported issues, resolve problems, and escalate complex issues to higher-level support teams when necessary.
• Software Upgrades and Patch Management: Plan and execute software upgrades, patches, and firmware updates for Avaya systems and applications. Coordinate with vendors and service providers to schedule maintenance windows and minimize service disruptions.
• Incident Management and Ticket Resolution: Respond to Avaya-related incidents and service requests in a timely manner, prioritizing and resolving issues based on severity and impact. Document incident details, actions taken, and resolutions in the IT ticketing system.
• Vendor Liaison: Communicate with Avaya support representatives, service providers, and vendors to escalate issues, obtain technical assistance, and coordinate resolution efforts. Follow up on support cases, ensure timely responses, and advocate for prompt resolution.
• User Training and Documentation: Develop and deliver training materials, user guides, and knowledge base articles on Avaya telephony systems and features. Conduct training sessions and workshops to educate users on best practices and troubleshooting techniques.
• System Monitoring and Reporting: Monitor Avaya system performance, usage metrics, and call statistics using monitoring tools and reporting dashboards. Generate reports on system health, capacity planning, and service availability for management review.

• Bachelor's degree in Telecommunications, Information Technology, or related field, or equivalent work experience.
• Proven experience as an Avaya Support Engineer or similar role, with hands-on experience in administering Avaya telecommunications systems and solutions.
• Strong understanding of Avaya telephony platforms, protocols, and technologies, including SIP, H.323, VoIP, and PSTN integration.
• Proficiency in Avaya system administration tasks, including system configuration, user provisioning, and call routing.
• Excellent knowledge of voice network troubleshooting techniques, call flow analysis, and quality of service (QoS) parameters.
• Experience with Avaya Unified Communications integration, including integration with Microsoft Teams, Cisco Webex, or other UC platforms.
• Strong problem-solving skills and ability to troubleshoot complex telephony issues independently.
• Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical end-users effectively.
• Avaya certifications such as Avaya Certified Implementation Specialist (ACIS), Avaya Certified Support Specialist (ACSS), or equivalent are preferred.
• Strong commitment to customer service, user satisfaction, and continuous learning.