Principal Technical Support Engineer

Date:  Apr 11, 2024

Gurgaon, HR, IN

Requisition ID:  36502

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering #Experiences that Matter.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

Job Description

The role requires an exceptional ability to manage/support project execution and delivery often in intensely competitive environments. As a leading remote/on-site delivery engineer, the candidate needs to increasingly master a confident balance between deep technical expertise across multiple Avaya products and strong interpersonal consultative skills. The role demands adept project execution and delivery across multiple customer locations and remote/onsite support to the remote consultants and other stakeholders. After the successful implementation of the project, the engineer should be able to resolve or support the team in resolving/debugging the aforesaid support issues

Roles & Responsibilities

•    Identifies, analyzes, and resolves moderately complex problems with business communication systems..
•    Provide MACD support to internal & external customers.
•    Responsible to work with all stake holders & partners supporting end-user installations, configuration & programming changes.
•    Responsible for Onsite/offsite Support on Avaya Voice related solution.
•    Provide regular updates on project responsibilities and dependencies.
•    Handle technical escalations & technical issues escalated by team members.
•    Contribute significantly to client satisfaction and interface with clients with defined tasks. 

Job Information

Job Code: 00255943

Job Family: Services

Job Function: Services Engineering

Candidate Requirements

•    Should have 4- 8 years of relevant experience in the telecom profile; Working on AVAYA Aura Core Session Manager/endpoints/Communication Manager, Avaya Gateways G700/G450, S83xx,84xx,85xx,87xx,88xx, one-X products, Avaya Aura Messaging, AVP, Avaya Control Manager, WFO, ACR, CMS, AES, AADS, Presence Services, Utility Server, Avaya Experience Portal, IX Messaging,
•    Networking Skills: TCP/IP, Session Initiation Protocol, H.323
•    Candidates must have a proven track record (formal Nortel/AVAYA/Cisco training if possible) of Installation and maintenance across the Avaya/Nortel product range.
•    Any of the Avaya Certification: ACSS, ACIS, ACSE.
•    Good Analytical skills with demonstrated problem solving capabilities.
•    Strong technical background, Good understanding and knowledge of Software Architecture, Integration capabilities and Data models. 
•    Excellent case management skills & able to work independently.
•    ITIL model of service delivery, understanding of SLA’s, contracts. Exposure to supporting global customers, working 24*7 environment.
•    Must at least have a Bachelor's degree in Engineering (Computer science or related technical field)/MCA
An individual contributor who provides advance remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting. Includes supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products. Has complete understanding of the functionality and usage of multiple products or products in conjunction with associated products within the customer network. Independently works on problems of diverse scope. Provides coaching to lower level engineers and are available to work on special projects.


4 - 5 years of experience and a Bachelors degree or equivalent or a 2 years of experience and a Masters degree or equivalent


Bachelor degree or equivalent experience
Master degree or equivalent experience


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 and applicable Privacy Statement relevant to this job posting (accessible at