Avaya Senior Consultant

Job Description

\n About Us\n

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 businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always‑on learning agenda drives continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem.

Recognized as the 1st Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.

Role Description\n

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 (Unified Communications), CC (Contact Center) 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\n

Sydney

Salary\n

108,571 – 119,893 AUD Annual Gross (indicative)

Flexible Working Arrangements\n

Hybrid, reviewed case‑by‑case basis. Feel free to connect with your recruiter to learn more about how this works in practice.

Roles and Responsibilities\n

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• 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. \n
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  • Nortel CS1K, Call pilot.
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  • Verint Recorder, Speech analytics, QM, DPA, Customer feedback and Workforce management.
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  • Guardian servers VOIP GWs, Guardian soft clients, Guardian switches, Guardian SBCs.
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• Implementation & Configuration: Install, configure, and upgrade Avaya voice, Nortel, Verint and Guardian solutions, including Creation of Skill, VDN, Campaign, Call Routing, Vectors & Announcements.
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• Customer Interaction: Provide remote or onsite support to clients, ensuring adherence to Service Level Agreements (SLAs).
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• System Maintenance: Perform routine maintenance, proactive monitoring, monthly patching, and health checks on systems.
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• Troubleshooting: Analyse call flows, troubleshoot voice quality issues, and provide root cause analysis.
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• Support Readiness: 24*7 shift work / On-Call support readiness over weekend and after hours.
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• Education: Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
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• Experience: Over 7 years of experience in support, operations and implementations, specifically focusing on Avaya Contact Center and related technology platforms.
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Essential Qualifications\n

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• Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
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• Over 7 years of experience in support, operations and implementations, specifically focusing on Avaya Contact Center and related technology platforms.
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Preferred Qualifications\n

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• Certifications: Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS) preferred.
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• Experience: Previous experience supporting Avaya Aura, Contact Center (Elite/Experience Portal), Nortel, Verint and Guardian products.
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Additional Skills\n

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• Excellent customer‑facing skills.
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• Excellent written and verbal communication skills.
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• Strong attention to detail and outstanding analytical and problem‑solving skills.
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• Strong understanding of IP networking, VoIP, SIP protocols, and Linux.
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• Replace and manage server‑side certificates across Avaya and integrated platforms.
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• Knowledge of Windows and Linux server environments.
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• Oracle SBC.
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• Experience supporting CRM integrations (SAP, Salesforce).
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Benefits\n

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• Income Protection Insurance.
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• Paid Parental and Volunteer leaves.
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• Employee Assistance Program (EAP).
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• Flexible working arrangements (hybrid, reviewed case‑by‑case basis).
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• Health Insurance Discount and Well‑being Program.
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• Access to Fitness and Gym Memberships.
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• Salary packaging and novated leasing.
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Equal Opportunity Statement\n

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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