Senior Technical Consultant - Avaya

Orange; Gurgaon; Hybrid; INR 900,000 - 1,800,000; Full time

Benefits offered by this job

Global opportunities

Flexible hybrid work

Professional development

Career growth

Healthy culture

Job summary

Orange Business invites experienced telecom professionals to join a global team in India. The role focuses on maintaining Avaya-RED voice systems, IP telephony and contact center technologies, with emphasis on reliability and service delivery.

You will handle escalations, contribute to change management, and document POA/RCA/RFC while mentoring junior engineers and supporting Implementation projects.

Qualifications

• Hands-on experience with Avaya-RED Voice Technology and IPT solutions.
• Strong knowledge of Voice Telephony, UC, Networking and SQL DB.
• Experience administering Avaya Communication Manager and CMS.
• Ability to handle technical escalations for large-scale projects.

Responsibilities

• Maintain IP PBX Avaya-RED and IPT equipment per SOPs.
• Serve as primary escalation point for 24/7 operations.
• Prepare POA, RCA, RFC and operational reports.
• Design and implement high/low level designs; support change management.
• Mentor L1/L2 engineers and conduct knowledge transfers.

Skills

Avaya-RED Voice

UCaaS/CCaaS

IP Telephony

Networking

Linux/Windows

CMS/AES/ACR

Tools

Avaya S8800

G430/G450

CMS

AES

ACR

Job description

Orange Business is here!

About us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

• Technical Operational Role: Maintain IP PBX Avaya-RED and IPT equipment based on SOP’s and ensure immediate escalation to competent authority in order to ensure uptimes.
• Experienced on Unified Communications, Contact Centers, Small & Midsize Business, Cloud Computing, Enterprise, UCaaS, CCaaS, and CPaaS, IP OfficeTechnical Consultancy Role : Ability to handle Techincal escalation role for Global large scale projects.
• Key Spoc forPriority & Major IncidentProblem TicketsChange & Operation Project ManagementPatch & Release ManagementCapacity ManagementKnowledge management (KEDB)Getting resolution from Third parties, Vendors and suppliers for fault resolution.
• Documentation (POA, RCA, RFC etc) and Operational reports.
• Additional responsible for High Level and Low Level Design Document.
• Effective handling of Technical EscalationsEnsure Service Delivery as per agreed SOW / SLATroubleshoot High Severity incidents provide appropriate RFO/ RCA.
• Mentor & Hand hold L1 and Junior Team member and enhance their performanceParticipate in Change management , preventive maintenance , assess Risk and ImpactTake initiatives in learning, certifications & evaluating new Networking Technology & ToolsMIS customer report preparation on technology part

Work & Drive OEM for the escalated tickets Driving Technical Knowledge Transfers & awareness session on best practices within team by proper training sessionExcellent handling of Implementation projects

About you

• Rich Hands on experience of knowledge on Avaya-RED Voice Technology solutions – Telephony & Contact Center Technologies and good experience in administration & maintenance of IPT Solution, Avaya Voice solution, application & adjuncts.
• In depth knowledge of Voice Telephony (Legacy & IPT) of Avaya, Contact Center, Unified Communication, Networking, Linux / Windows OS and SQL DB.
• Hands on experience (installation and maintenance) on AVAYA-RED and additional experience on Contact center Products:
• Administering and support of Avaya technologies as well as good understanding of IP telephony supporting contact centre environment.
• Maintain and troubleshoot Avaya S8800 class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2; and CMS in a dispersed voice network that includes multiple call centers
• Call Center skills: Avaya Contact Center skills: Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes, Avaya 1X agent, Avaya IP agent, Modular Messaging.
• Maintains advanced telecommunication applications such as CMS, AES, CM8800, Modular Messaging. Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.
• Detailed knowledge of Avaya Communication 2.x-7.x in a distributed and centralized environment, Avaya Session Manager 6, VoIP (H.323 and SIP) and TDM, CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, ACCCM
• Product installation and troubleshooting on Avaya Aura Communication Manager, Session Manager, System manager, Avaya Aura Experience Portal (AEP), Application Enablement Server (AES), Avaya Call Recorder (ACR), Avaya Call management system and Avaya Voice Portal (AVP) ( preferred).
• Avaya Gateway G430, G450 and G650 Installation/ Troubleshooting Knowledge on Protocol H.242, H.323, SIP & UDP/TCP.
• Basic Familiarity with Solution Designing of Contact Center solution with HLD/LLDWorking knowledge of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/SNOW etc ) .Unified Communications, Contact Centers, Small & Midsize Business, Cloud Computing, Enterprise, UCaaS, CCaaS, and CPaaS
• Effective Troubleshooting, analyzing & managing the critical Incidents, Problem tickets with out of the box thought process
• Experience in designing POA for complex Change/Project.
• Good knowledge in preparing RFO, RCA’s, documentation, Knowledge Bank.
• Rich experience in handling of Implementation projects.
• Positions will require to work in rotational shifts to support 24 * 7 operations /project assignments

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

What we offer

Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).Professional Development: training programs and upskilling/re-skilling opportunities.Career Growth: Internal growth and mobility opportunities within Orange.Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.