Senior Engineer - Avaya Unified Communications
India
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Job Description
Senior Engineer - Avaya Unified Communications

Job Summary

The Sr. Engineer in Support & Operations plays a pivotal role in ensuring the seamless functioning of call center operations utilizing Avaya technologies. This position is responsible for troubleshooting, enhancing existing features, and providing exceptional client support, thereby contributing to the overall efficiency and quality of service delivery.

Key Responsibilities

1. Maintain And Enhance Existing Features In The Avaya Call Center System By Troubleshooting Bugs And Resolving Ad-Hoc Requests Based On Client Requirements And Feedback From Functional And Technical Teams.
2. Provide Comprehensive Client Support By Presenting Data, Resolving Tickets, And Conducting Day-To-Day Monitoring Of Client Needs To Ensure Timely Delivery Of Assigned Tasks While Adhering To Established Quality Standards.
3. Create And Update Documentation Related To Enhancements And Compliance With Cmmi And Client Requirements, Ensuring All Processes Are Well-Documented And Meet Industry Standards.
4. Offer Technical Guidance And Mentorship To Junior Developers, Fostering A Collaborative Environment And Promoting Best Practices Within The Avaya Support Team.

Skill Requirements

1. Strong Understanding Of Avaya Call Center Technologies And Solutions.
2. Proficiency In Troubleshooting And Resolving Technical Issues Within The Avaya Platform.
3. Familiarity With Cmmi Documentation Standards And Client Requirement Specifications.
4. Good Communication Skills For Effective Client Interaction And Team Collaboration.

Other Requirements

1. Optional Certifications: Avaya Certified Support Specialist (Acss), Itil Foundation Certification
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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 226,600 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 September 2025 totaled $14.2 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.