Track Manager - Avaya Unified Communications
India
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Job Description
Track Manager - Avaya Unified Communications
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

This role is responsible for overseeing end-to-end operations for large and complex Avaya-based call center environments. The individual ensures seamless service delivery, drives continuous improvement, and empowers teams to achieve operational excellence while aligning with client SLAs and organizational objectives.

Key Responsibilities

1. Lead operations management using Avaya Call Center and Network Voice technologies, ensuring optimal system performance, uptime, and compliance with client SLAs.
2. Drive process improvements and implement automation solutions leveraging Avaya suite tools and reporting platforms to enhance operational efficiency and business outcomes.
3. Mentor and guide support teams in troubleshooting, escalation, and resolution of complex Avaya telephony and call routing issues, fostering technical excellence and collaboration.
4. Analyze and translate client requirements into actionable support strategies, utilizing Avaya Contact Center Manager and monitoring tools to ensure client expectations are consistently met.
5. Develop and implement innovative solutions for service delivery by integrating best practices in Avaya call center operations, reporting, and workforce management.
6. Champion knowledge sharing and continuous skill development within the team, utilizing Avaya resources and industry updates to drive organizational progress.

Skill Requirements

1. Excellent Proficiency In Network Voice Technologies And Protocols (Sip, Voip, Pbx, Ivr).
2. Advanced Troubleshooting Skills In Avaya Call Flows, Vectoring, And Call Routing Methodologies.
3. Strong Understanding Of Operational Reporting, Analytics, And Performance Management Within Avaya Environments.
4. Excellent Leadership And Mentoring Abilities, With A Focus On Fostering Team Capability In Advanced Avaya Support.

Other Requirements

1. Avaya Certified Support Specialist (ACSS) or Avaya Certified Implementation Specialist (ACIS) certification is highly recommended.
2. ITIL Foundation certification is optional but valuable for processoriented roles
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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 226,300 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.