Share this Job

Technical Support Engineer

Date:  Oct 16, 2021

Pune, MH, IN

Requisition ID:  29389

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). 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. Learn more at www.avaya.com.

About the Responsibilities

  • The position is to provide Solution-level Technical Support at a Tier 2 level – working rotationally in a 24x7 operation.
  • Engineer will be responsible for managing technical excellence within the Avaya and customer Team and providing 2nd and 3rd level technical assistance.
  • This role will primarily provide Incident Management support . Additionally, will need to change management consultation from a solution perspective on upgrades, releases, patches, complex changes (impacting call routing, 3rd party linkages and dependencies) before it goes into production. Change Management activities will includes executing on test cases, if skillset allows - develop test cases.
  • This individual will have experience in administering and support of Avaya technologies as well as good understanding of IP telephony supporting contact center environment.
  • Flexible work schedule is a requirement, must be able to work nights and weekends when necessary.
  • Familiarity with WFM and Call Recording solutions from an integration, administration, and support aspect.
  • Escalation of all support issues from Telephony support Frontline teams .
  • Will be required to demonstrate ownership of technical issues – work in a truly outcome resolution mindset , beyond transactional thinking. Whilst maintaining SLAs.

About the Requirements

5+ years of AVAYA Aura Product’s installation, administration and/or support experience
•Experience with AVAYA contact center portfolio including AES, CMS, Interaction Center
•Experience with System Manager/Session Manager 
•Expertise in optimizing and troubleshooting VoIP on AVAYA Aura platform – SIP / H .323.
•AVAYA Experience Portal
•AVAYA Call Center Elite and Elite Multi-Channel 
•Addon - AVAYA Control Manager, Experience with AVAYA Oceana, Recording solution knowledge, Avaya Call Back Assist 
•Ability to work in a very high pace and dynamic environment. 
•Ability to quickly adapt to changing need, infrastructure, and evolving business processes. 
•Ability to work closely with the user community, interprets issues, understand requirements, and rapidly deploy solutions. 
•Ability to work closely with cross-functional teams, including application development teams and functional leads. 
•Ability to work directly with end users on issue resolution, and process development. –
•Strong interpersonal and communication skills. 
•Ability to analyze metrics, extracts trending data, provide status reports and provide continuous improvement recommendations. 

About You

  • Bachelor’s degree or Technical equivalent experience  
  • Preference will be given to individuals with Tier 3 skillsets on 1 or more Avaya Product verticals.
    • Knowledge of Native product logs, end-to-end isolation and collection of associated logs.
    • Preference will be given to individuals with exposure to additional traces for troubleshooting (analyzing wireshark)
  • Good communication skills
  • Ability to understand business systems technologies.


5+ Years of Experience


Bachelor degree or equivalent experience in Computer Science or Electrical Engineering

Preferred Certifications


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).