Job Description

About Avaya
Avaya is an enterprise software leader that helps the world's largest organizations and government agencies forge unbreakable connections.
The Avaya Infinity(TM) 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: 00178896
Job Family: Professional Consulting
Job Function: APS Technical
About the Job
We are seeking a highly skilled Technical Delivery Lead with expertise in Contact Center Technologies. The ideal candidate will have extensive experience with the latest Contact Center as a Service (CCAAS) solutions, Avaya products, virtualization, cloud deployments, AI, and networking. This role requires strong communication skills to oversee multiple projects, collaborate with global teams, manage stakeholders, and ensure successful delivery of projects.
Scope of Responsibilities
The Avaya CC Consultant will provide the overall project technical prime and guidance during the project deployment. The primary responsibilities for the Avaya Consultant will include solution design, installation, configuration, testing, and turn-up for the delivery of contact center solutions and/or technical consultancy services for Avaya CC Solutions. They facilitate and contribute to the development of, and manage the delivery of, complex design documentation and make effective decisions between alternative engineering solutions, resolving functionality, cost and availability conflicts, to deliver Avaya's customer commitments within the defined scope. In this manner, the Avaya CC Consultant will frequently be acting as a consultant directly to the customer and/or Business Partner.
Key Responsibilities

• The Avaya Contact Center Consultant will play as a Subject Matter Expert (SME) with in depth knowledge on Avaya CC products (Cloud and on-premise).
• Provides exceptional technical and/or analytical support to clients in identifying, analyzing, and resolving problems of moderate to highly complex business communication systems.
• Self-directed, making major contributions to teams, and contributes significantly to client satisfaction.
• When acting as Technical Lead takes responsibility for client satisfaction on project deliverables.
• Interfaces directly with clients/others outside the company, recognizes business opportunities and helps to develop them.
• Work is performed with minimal direction and reviewed by senior management

About the Skills

• Proven experience with the latest contact center solutions (CCAAS), emphasizing customer experience.
• Hands-on expertise in the installation, configuration, and upgrading of Avaya products, including Communication Manager (CM), Session Manager (SM), System Manager (SMGR), Application Enablement Services (AES), Avaya Experience Portal (AEP), and Call Management System (CMS).
• Proficiency in deploying VMWare/OVA on customer servers or Amazon Web Services (AWS).
• Strong command of Linux, including fluency in Linux commands and basic administration.
• Expert-level technical knowledge in programming languages (e.g., JavaScript full stack), databases, and communication protocols (e.g., SIP, H.323, RTP, WebRTC).
• Experience with Unified Communications (UC) and Contact Center (CC) products, as well as virtualization and cloud platforms.
• Familiarity with speech-based Interactive Voice Response (IVR), Automatic Speech Recognition-Text to Speech (ASR-TTS), Google Contact Center AI (CCAI) products, Google Dialog Flow, virtual agents, and related technologies.
• Knowledge of web application development technologies, including design frameworks, HTTP stack, and server/network configuration.
• Understanding of REST API and SOAP API frameworks.
• Strong grasp of TCP/IP concepts, Unix/Linux administration, and client-server protocols.
• Familiarity with Customer Relationship Management (CRM) systems such as Salesforce, Dynamics, ServiceNow, and ZenDesk.
• Familiarity with AI technologies and practical experience in deploying AI-driven projects would be a valuable asset

Qualification and Experience

• This position requires 10+ years of relevant Experience
• B.E/B.Tech/MCA with relevant experience
• Certifications like ACIS, ACSS and other equivalent like CCNA, CCNP,CCVP, MCSE, and NCSE would be an added

Experience
10 - 15 Years of Experience
Education
Bachelor degree or equivalent experience
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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).