APS Principal Consultant

About Avaya

Avaya 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.com

Job Information

Job Code: 00178896

Job Family: Professional Consulting

Job Function: APS Technical

About the Job

We are seeking a highly skilled Technical Delivery Lead with expertise in Contact Center Technologies. The ideal candidate will have extensive experience with the latest Contact Center as a Service (CCAAS) solutions, Avaya products, virtualization, cloud deployments, AI, and networking. This role requires strong communication skills to oversee multiple projects, collaborate with global teams, manage stakeholders, and ensure successful delivery of projects.

Scope of Responsibilities

The Avaya CC Consultant will provide the overall project technical prime and guidance during the project deployment. The primary responsibilities for the Avaya Consultant will include solution design, installation, configuration, testing, and turn-up for the delivery of contact center solutions and/or technical consultancy services for Avaya CC Solutions. They facilitate and contribute to the development of, and manage the delivery of, complex design documentation and make effective decisions between alternative engineering solutions, resolving functionality, cost and availability conflicts, to deliver Avaya’s customer commitments within the defined scope. In this manner, the Avaya CC Consultant will frequently be acting as a consultant directly to the customer and/or Business Partner.

About the Skills

• Proven experience with the latest contact center solutions (CCAAS), emphasizing customer experience.
• Hands-on expertise in the installation, configuration, and upgrading of Avaya products, including Communication Manager (CM), Session Manager (SM), System Manager (SMGR), Application Enablement Services (AES), Avaya Experience Portal (AEP), and Call Management System (CMS).
• Proficiency in deploying VMWare/OVA on customer servers or Amazon Web Services (AWS).
• Strong command of Linux, including fluency in Linux commands and basic administration.
• Expert-level technical knowledge in programming languages (e.g., JavaScript full stack), databases, and communication protocols (e.g., SIP, H.323, RTP, WebRTC).
• Experience with Unified Communications (UC) and Contact Center (CC) products, as well as virtualization and cloud platforms.
• Familiarity with speech-based Interactive Voice Response (IVR), Automatic Speech Recognition-Text to Speech (ASR-TTS), Google Contact Center AI (CCAI) products, Google Dialog Flow, virtual agents, and related technologies.
• Knowledge of web application development technologies, including design frameworks, HTTP stack, and server/network configuration.
• Understanding of REST API and SOAP API frameworks.
• Strong grasp of TCP/IP concepts, Unix/Linux administration, and client-server protocols.
• Familiarity with Customer Relationship Management (CRM) systems such as Salesforce, Dynamics, ServiceNow, and ZenDesk.
• Familiarity with AI technologies and practical experience in deploying AI-driven projects would be a valuable asset

Qualification and Experience

• This position requires 10+ years of relevant Experience
• B.E/B.Tech/MCA with relevant experience
• Certifications like ACIS, ACSS and other equivalent like CCNA, CCNP,CCVP, MCSE, and NCSE would be an added

Experience

Education

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