Job Description

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SME - Avaya (Telecommunications)
India

SME - Avaya (Telecommunications)
Ankola, Karnataka
Job Summary
The Voice Support Subject Matter Expert plays a critical role in ensuring the timely resolution of escalations and incidents within the Avaya Voice system. This position is pivotal in maintaining quality compliance with SLAs while driving customer satisfaction through proactive engagement and effective communication with key business stakeholders.
Key Responsibilities
1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents In The Avaya Voice System, Adhering To Agreed Slas And Quality Standards.
2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Team Performance And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Standards While Actively Participating In Capacity Planning For Voice Operations.
4. Actively Participate In Customer Meetings To Gather Feedback, Address Concerns, And Drive Positive Customer Satisfaction Related To Avaya Voice Services.
5. Conduct Thorough Validations Of Analyses, Such As Root Cause And Trend Analysis, And Prepare Performance Reports For Presentation To Key Business Stakeholders, Facilitating Informed Decision-Making.
Skill Requirements
1. Advanced Proficiency In Avaya Voice Technologies And Support Operations.
2. Strong Understanding Of Incident Management Processes And Sla Adherence.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
4. Solid Experience In Preparing Documentation And Sops To Support Operational Efficiencies.
5. Capability To Perform Detailed Analyses And Reporting Related To Voice Operations.
Other Requirements
1. Itil Foundation Certification (Optional But Valuable).
2. Avaya Certified Support Specialist (Optional But Valuable)

Candidate need to have

• 5 to 10 years of years of Telecom Voice and services experience.
• Must have expert level knowledge and experience managing all TDM Domestic, International & VoIP/Voice switching systems.
• Very good knowledge and experience of all Voice International switches like DMS100, DMS250, DMS500, CS2K/PVG, DEX600, SONUS, 5ESS (class 3 and 5), C20/G9, Siemens/EWSD, Ericsson AXE.
• Good knowledge of Local POTS lines, ISDN PRI, Metro Private line, Frame Relay, Channel Banks, Multi-Point and Ringdown circuits.
• Knowledge of 911 services, knowledge of all order entry and provisioning systems.
• Expert knowledge of technologies such as OSI model layer 1-7 troubleshooting, SIP, SS7, IP routing protocols, ISDN PRI, Local and LD voice switch/network including DS-0, DS-1, and DS-3 Bandwidth circuits.
• A very good understanding of call flow routing and translations over carrier international networks, International Toll Free, Advanced IP Toll Free Routing (ATF), Digital Voice, Wireless, Conferencing, International IDDD, and International Toll Free, as well as other Repair Center products.
• Experience troubleshooting issues include but not limited to, poor call quality, call completion failures, call routing, feature interoperability and connectivity issues across CPE, Sonus SCIP, VoIP Public, Private, International and PSTN networks.
• Strong technical background in the TDM and VoIP voice and data technologies
• Preferred areas of configuration and troubleshooting technical proficiency include: OSI model layer 1-7 troubleshooting, SIP, SS7, IP routing protocol

Information at a Glance
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
Copyright 2025 HCL Technologies Limited
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