Senior 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 innovative 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.
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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
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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.
- Certifications: Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS) preferred.
- Experience: Previous experience supporting Avaya Aura, Contact Center (Elite/Experience Portal), Nortel, Verint and Guardian products.
- Troubleshoot complex issues related to:
- Voice (SIP, telephony, call flows)
- ACD, IVR, routing, queues
- Digital channels (Chat, Email, Messaging)
- Workforce Engagement (WFM/WEM)
- Perform root cause analysis (RCA) and implement permanent fixes
- Work closely with Genesys Support, telecom carriers, and cloud providers to resolve critical issues
- Support production incidents, including participation in on call / after-hours support as required
- Assist with platform upgrades, configuration changes, and new feature enablement
- Review logs, traces, and analytics to diagnose system and performance issues
- Provide guidance and mentoring to L1/L2 support teams
- Ensure adherence to SLA, ITIL, and incident/problem/change management processes
- Create and maintain technical documentation, SOPs, and knowledge base articles
- Collaborate with project, engineering, and operations teams during deployments and transitions
- Bachelor's or master's degree in computer science, Information Technology, or a related field
- Up to 5 to 7 years of experience in Support, operations and implementations, specifically focusing on Genesys Cloud Contact Center and related technology platforms.
- Certifications:
- Genesys Cloud: Professional Certification (GC-GCP)
- Genesys Cloud CX: Architect Certification (GCX-ARC) preferred.
- Experience: Previous experience supporting Geneys Cloud, Nice CXone, Amazon Connect Contact Center products.
Required Skills & Experience
Mandatory:
ADDITIONAL
- Income Protection Insurance
- Paid Parental and Volunteer leaves
- Employee Assistance Program (EAP)
- Flexible working arrangements (hybrid, reviewed case-by-case basis)
- Health Insurance Discount and Well-being Program
- Access to Fitness and Gym Memberships
- Salary packaging and novated leasing
Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."
Perks and Benefits
Health and Wellness
- Health Insurance
- Life Insurance
- HSA
- Short-Term Disability
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- On-site/Nearby Childcare
Work Flexibility
Office Life and Perks
- Commuter Benefits Program
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
Financial and Retirement
- 401(K)
- Relocation Assistance
Professional Development
- Learning and Development Stipend
Diversity and Inclusion
- Employee Resource Groups (ERG)