Senior Avaya Service Engineer – Contact Centre Expert

The HR Ally; Sydney; On-site; AUD 120,000 - 170,000; Full time

Job summary

The HR Ally is seeking a Senior Service Engineer for its Contact Centre platform to support Avaya-based operations and ITIL-aligned processes in Sydney. You will manage daily service delivery and act as a technical escalation point for internal teams and stakeholders.

You will contribute to incident and problem management, change control, and documentation, while driving platform performance improvements and automation across the service landscape.

Qualifications

• 8+ years of experience in the IT industry with contact centre tech (Avaya, Verint, Aspect).
• 3+ years in service delivery operations across multiple IT platforms.
• Strong analytical and troubleshooting capabilities in complex environments.
• Experience with financial services is desirable.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee end-to-end operational delivery with ITIL-aligned processes.
• Lead end-to-end Incident Management to ensure timely resolution and minimal disruption.
• Contribute to Problem Management with RCA and PIR analyses.
• Manage Change and Release processes in a controlled, compliant manner.
• Act as a technical escalation point for IT, business, and contact centre teams.
• Develop and maintain SOPs, runbooks and support artefacts.
• Perform impact assessments for complex changes and inform governance decisions.
• Monitor, manage and optimise platform performance and drive automation.
• Support Service Owners and Operations Managers with engineering inputs.
• Collaborate with cross-functional teams to enhance platform capabilities.

Skills

Analytical skills

Troubleshooting

Communication skills

Incident management

Education

Tertiary IT qualification

Tools

Avaya

Verint

Aspect

WFM

Power BI

Splunk

Elastic

Aternity

Service Now

PowerShell

MO365

Job description

The HR Ally is seeking a Senior Service Engineer for its Contact Centre platform to support Avaya-based operations and ITIL-aligned processes in Sydney. You will manage daily service delivery and act as a technical escalation point for internal teams and stakeholders.

You will contribute to incident and problem management, change control, and documentation, while driving platform performance improvements and automation across the service landscape.