Avaya and/or Genesys Contact Center Consultant

About Us:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change.

We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our creative ecosystem. Recognized as the #1 Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose.

As an AI‐first organization, we empower our people to work on next‐generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence. Join Infosys and be part of a culture that's not just promised—it's certified. #TopEmployer2026 #ThriveAtInfosys Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Role Description:

We're looking for a Contact Center Consultant to join our team. Contact Centre specialist supposed to have Avaya and/or Genesys Cloud Operations & L2 support experience. He should have experience of end-to-end administration, configuration, maintenance, and support of Genesys Cloud and/or Avaya UC (Unified Communications), CC (Contact Center) solutions. Hands on experience with MS Dynamics and CC,



Verint products and Guardian products would be added advantage. The role ensures uninterrupted contact center operations, efficient call routing, compliance with business announcements, system patching, and coordination across telephony, WFO, CRM, and infrastructure layers.

Location:

Sydney / Melbourne/ Anywhere in Australia

Salary:

Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes

Flexible working arrangements (hybrid, reviewed case-by-case basis)

Feel free to connect with your recruiter to learn more about how this works in practice.

Roles and Responsibilities: Contact Center L2 engineer with Avaya and/or Genesys Cloud Technology

- Technical Support: Avaya CM, SM, SMGR, SBC, AES, Breeze, AMS, Aura messaging, Avaya messaging, Avaya media GWs, Soft clients (One-x, workplace, workspace), AADS, SAL, Utility servers, POM, AACC, AEP and Avaya recorders.
- Nortel CS1K, Call pilot.
- Verint Recorder, Speech analytics, QM, DPA, Customer feedback and Workforce management.
- Guardian servers VOIP GWs, Guardian soft clients, Guardian switches, Guardian SBCs.

- Implementation & Configuration: Install, configure, and upgrade Avaya voice, Nortel, Verint and Guardian solutions, including Creation of Skill, VDN, Campaign, Call Routing,



Vectors & Announcements.
- Customer Interaction: Provide remote or onsite support to clients, ensuring adherence to Service Level Agreements (SLAs).
- System Maintenance: Perform routine maintenance, proactive monitoring, monthly patching, and health checks on systems.
- Troubleshooting: Analyse call flows, troubleshoot voice quality issues, and provide root cause analysis.
- Support Readiness: 24*7 shift work / On-Call support readiness over weekend and after hours.

Preferred Skills : Avaya and/or Genesys Cloud skills mentioned below

- Technical Support: Avaya CM, SM, SMGR, SBC, AES, Breeze, AMS, Aura messaging, Avaya messaging, Avaya media GWs, Soft clients (One-x, workplace, workspace), AADS, SAL, Utility servers, POM, AACC, AEP and Avaya recorders.
- Nortel CS1K, Call pilot.
- Verint Recorder, Speech analytics, QM, DPA, Customer feedback and Workforce management.
- Guardian servers VOIP GWs, Guardian soft clients, Guardian switches, Guardian SBCs.

- Implementation & Configuration: Install, configure, and upgrade Avaya voice, Nortel, Verint, and Guardian solutions, including Creation of Skill, VDN, Campaign, Call Routing, Vectors & Announcements.
- Customer Interaction: Provide remote or onsite support to clients, ensuring adherence to Service Level Agreements (SLAs).
- System Maintenance: Perform routine maintenance, proactive monitoring, monthly patching, and health checks on systems.
- Troubleshooting: Analyse call flows, troubleshoot voice quality issues, and provide root cause analysis.
- Support Readiness: 24*7 shift work / On-Call support readiness over weekend and after hours.

Preferred

- Certifications: Avaya

📌 Avaya and/or Genesys Contact Center Consultant (Melbourne)
🏢 Infosys
📍 Melbourne