Contact Center Engineer: Genesys/Avaya L2 Support

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

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