Avaya and/or Genesys Contact Center Consultant

Infosys; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Income Protection Insurance

Health Insurance Discount

Flexible working arrangements

Gym Membership

Job summary

Infosys is seeking a Contact Center Consultant to join our team in Australia. The role focuses on end-to-end administration, configuration, maintenance, and support of Genesys Cloud and Avaya UC solutions, with exposure to MS Dynamics, Verint, and Guardian products.

You will ensure uninterrupted contact center operations and effective call routing. The position supports hybrid working arrangements and requires strong SLA discipline, communication, and problem-solving skills, with 24x7 readiness

Qualifications

• Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
• 5+ years of experience in Contact Centre support or engineering.
• Strong knowledge of SIP, VoIP, telephony concepts, Call routing, IVR, and queues.

Responsibilities

• Contact Center L2 engineer with Avaya and/or Genesys Cloud Technology.
• Provide remote or onsite support to clients, ensuring adherence to SLAs.
• System Maintenance: routine maintenance, monthly patching, health checks.

Skills

Contact centre support

Genesys Cloud CX

Avaya Contact Center

SIP

VoIP

Call routing

IVR

REST APIs

customer-facing skills

Windows/Linux servers

Education

Bachelor’s or master’s degree in computer science/IT

Tools

Verint

Guardian platforms

CRM integrations (SAP, Salesforce)

AWS

Job description

About Us: Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next-generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence. Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Role Description

We’re looking for a Contact Center Consultant to join our team.

Contact Centre specialist supposed to have Avaya and/or Genesys Cloud Operations & L2 support experience. He should have experience of end-to-end administration, configuration, maintenance, and support of Genesys Cloud and / or Avaya UC (Unified Communications), CC (Contact Center) solutions. Hands on experience with MS Dynamics and CC, Verint products and Guardian products would be added advantage. The role ensures uninterrupted contact center operations, efficient call routing, compliance with business announcements, system patching, and coordination across telephony, WFO, CRM, and infrastructure layers.

Location

Sydney / Melbourne/ Anywhere in Australia

Salary

Please Note: The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes.

Flexible working arrangements

Flexible working arrangements (hybrid, reviewed case-by-case basis).

Roles and Responsibilities

Contact Center L2 engineer with Avaya and/or Genesys Cloud Technology.

• Technical Support: Avaya CM, SM, SMGR, SBC, AES, Breeze, AMS, Aura messaging, Avaya messaging, Avaya media GWs, Soft clients (One-x, workplace, workspace), AADS, SAL, Utility servers, POM, AACC, AEP and Avaya recorders.
• Nortel CS1K, Call pilot.
• Verint Recorder, Speech analytics, QM, DPA, Customer feedback and Workforce management.
• Guardian servers VOIP GWs, Guardian soft clients, Guardian switches, Guardian SBCs.
• Implementation & Configuration: Install, configure, and upgrade Avaya voice, Nortel, Verint and Guardian solutions, including Creation of Skill, VDN, Campaign, Call Routing, Vectors & Announcements.
• Customer Interaction: Provide remote or onsite support to clients, ensuring adherence to Service Level Agreements (SLAs).
• System Maintenance: Perform routine maintenance, proactive monitoring, monthly patching, and health checks on systems.
• Troubleshooting: Analyse call flows, troubleshoot voice quality issues, and provide root cause analysis.
• Support Readiness: 24*7 shift work / On-Call support readiness over weekend and after hours.

Genesys Skills

Provide Level 2 technical support for Genesys Cloud CX across voice and digital channels.

• Troubleshoot complex issues related to:
  • Voice (SIP, telephony, call flows)
  • ACD, IVR, routing, queues
  • Digital channels (Chat, Email, Messaging)
  • Workforce Engagement (WFM/WEM)
• Perform root cause analysis (RCA) and implement permanent fixes.
• Work closely with Genesys Support, telecom carriers, and cloud providers to resolve critical issues.
• Support production incidents, including participation in on call / after-hours support as required.
• Assist with platform upgrades, configuration changes, and new feature enablement.
• Review logs, traces, and analytics to diagnose system and performance issues.
• Provide guidance and mentoring to L1/L2 support teams.
• Ensure adherence to SLA, ITIL, and incident/problem/change management processes.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Collaborate with project, engineering, and operations teams during deployments and transitions.

Essential

• Bachelor’s or master’s degree in computer science, Information Technology, or a related field.
• Up to 5 to 7 years of experience in Support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms.

Preferred (Genesys)

• Certifications:
  • Genesys Cloud: Professional Certification (GC-GCP)
  • Genesys Cloud CX: Architect Certification (GCX-ARC) preferred.
• Experience: Previous experience supporting Geneys Cloud, Nice CXone, Amazon Connect Contact Center products.

Mandatory (Required Skills & Experience)

• 5+ years of experience in Contact Centre support or engineering.
• 3+ years hands on experience with Genesys Cloud CX OR Avaya Contact Center.
• Strong knowledge of: SIP, VoIP, telephony concepts, Call routing, IVR, flows, and queues.
• REST APIs and integrations.
  • Experience with incident management in enterprise production environments.
  • Strong troubleshooting and analytical skills.
  • Experience working with cloud platforms (AWS preferred).

Additional skills

• Excellent customer-facing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and problem-solving skills.
• Strong understanding of IP networking, VoIP, SIP protocols, and Linux.
• Replace and manage server-side certificates across Avaya and integrated platforms.
• Knowledge of Windows and Linux server environments.
• Oracle SBC.
• Experience supporting CRM integrations (SAP, Salesforce).

Benefits

• Income Protection Insurance.
• Paid Parental and Volunteer leaves.
• Employee Assistance Program (EAP).
• Flexible working arrangements (hybrid, reviewed case-by-case basis).
• Health Insurance Discount and Well-being Program.
• Access to Fitness and Gym Memberships.
• Salary packaging and novated leasing.

Recruitment and selection process

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Disability accommodations

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Recruitment policy

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

EEO statement

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.