Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Unified Communication and Collaboration Operations, amazon connect, avaya
Good to have skills : Cloud Infrastructure
Minimum 2 year(s) of experience is required
Educational Qualification : 15 Years of full time education

Role Overview: As a Contact Center Operations Support Specialist, you will be responsible for ensuring the smooth operation of both Amazon Connect and Avaya contact center environments. This role requires expertise in handling day-to-day operations, providing L1/L2 support, and maintaining the availability of the contact center platforms. You will be an integral part of a team dedicated to addressing incidents, managing changes, and ensuring high levels of service delivery. Key Responsibilities: • Provide support and maintenance for the company's Contact Center environments, including Amazon Connect and Avaya. • Work in rotational shifts to ensure 24/7 support coverage and adherence to SLAs. • Act as a Subject Matter Expert (SME) for Amazon Connect and Avaya, resolving P1 & P2 incidents promptly. • Participate in change management processes and reviews to maintain platform availability. • Collaborate with vendors and support teams to address user-reported incidents. • Conduct audits and implement security vulnerability mitigation measures. • Handle day-to-day Avaya operations, including troubleshooting, log analysis, and system level changes. • Provide support for third-party applications and escalate issues as necessary. • Maintain and manage Avaya Aura Portfolio, Communication Manager, Session Manager, and related components. • Develop IVR flows, CTI integrations, and ensure ongoing management of gateways and media servers. • Demonstrate proficiency in Telecom protocols such as SIP, H323, ISDN, and ITIL processes. Technical Experience: • Hands-on experience in contact center suite products, including voice, email, and chat. • In-depth understanding of cloud contact center architecture and call flows. • Proficiency in managing telephony solutions and service management processes. Professional Attributes: • Strong customer handling and communication skills. • Minimum 2 years of hands-on experience with Avaya solutions. • Completed Avaya trainings and certifications. • Familiarity with call recording and UC product portfolios of Avaya. • Bachelor's degree in engineering or related field preferred. Additional Information: • Willingness to work in rotational shifts, including nights. • Ready to implement network changes and perform testing as required.