Avaya Technical Lead

Avaya

  • Singapore
  • Permanent
  • Full-time
  • 9 days ago
About AvayaAvaya 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.Learn more at https://www.avaya.comJob DescriptionWe are seeking an experienced Avaya Technical Lead to take ownership of design, deployment, integration, and support of Avaya-based contact center and telephony solutions. The ideal candidate will lead technical teams, ensure smooth operations of Avaya systems, and serve as the technical point of contact for projects, enhancements, and escalations. This is an individual contributor role working with the power of influence across the internal and external stakeholder group.Key Responsibilities:
  • Solution Ownership & Design:
  • Technical Design ownership of the architecture.
  • Architect and optimize Avaya contact center solutions including Avaya Oceana, AEP/IVR, CMS, and integrations with third-party custom applications and platforms (e.g., Verint, WFO, etc.).
  • 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.
  • Collaborate with cross-functional teams (e.g., network, infrastructure, application) to support the solution.
  • 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-CS1Experience5 - 8 Years of ExperienceEducationBachelor degree or equivalent experienceFooterApplicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.

Avaya