Avaya Technical Lead

**About Avaya**:
Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity 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.

**Key Responsibilities**:

- **Solution Ownership & Design**:

- Technical Design ownership of the architecture.
- Lead the design of predictive, progressive, and agentless campaigns based on business use cases (collections, customer survey, callbacks, etc).
- Change Governance for the overall solution.
- **Project Coordination**:

- Provide technical leadership in projects involving Avaya UC/CC technologies.
- Review technical documentation, including HLDs, LLDs, and solution design specs, and ensure the solution adheres to the contract and agreed support SLAs.
- **Operational Support**:

- Act as the technical escalation point for Avaya-related incidents, outages, and problems.
- Be a SPOC and host troubleshooting calls during system outages and ensure the systems are restored within the SLAs.
- Monitor system performance and proactively identify areas of improvement and establish processes around monitoring.
- Ensure system availability and high uptime through regular maintenance and failover testing.
- Participate in business continuity and disaster recovery planning and execution.
- Laise with release management on upcoming rollout to plan support readiness.
- **Security & Compliance**:

- Ensure the solution meets organizational and regulatory security standards.
- Coordinate with security, Infra, and network team to perform audits, hardening, patching, and vulnerability remediation.
- **Vendor & Stakeholder Management**:

- Coordinate with Avaya support, third-party vendors, and internal teams for issue resolution.
- Provide technical insights and progress updates to leadership and stakeholders.

**Qualifications**:

- Minimum **10 years** experience in voice and contact center technologies.
- Strong expertise in **Avaya Aura** platform: Communication Manager, Session Manager, System Manager, AES, SBCs, and G450/G430 gateways.
- Hands-on experience with **Avaya Oceana, AEP/Experience Portal**, and IVR call flow design.
- Knowledge of **call routing, vectoring, VDNs, call treatments, hunt groups, and CMS reporting**.
- Familiarity with **Workforce Optimization tools** (e.g., Verint, NICE) and **SIP** trunking.
- Scripting experience with **VBScript, JavaScript, or XML** for IVR integrations (preferred).
- Understanding of ITIL processes, service delivery, and change management practices.

**Additional Qualifications**:

- Bachelor’s degree in Computer Science, Telecommunications, or related field.
- Avaya certifications such as **ACIS, ACSS** are highly desirable.
- Project management or team lead experience is an advantage.

**Soft Skills**:

- Ability to communicate and present to an executive audience.
- Strong problem-solving and analytical thinking.
- Excellent communication and stakeholder management.
- Ability to work under pressure and manage multiple priorities.
- Proactive, self-driven, and able to mentor junior engineers.

LI-CS1

**Experience**:

- 5 - 8 Years of Experience

**Education**:

- Bachelor degree or equivalent experience

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.