Senior Administrator - Avaya Unified Communications

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

As a Senior Call Center Administrator specializing in Avaya, you will provide advanced technical support, troubleshoot complex issues, and ensure operational excellence. Responsibilities include adhering to quality standards, managing the knowledge base, and collaborating with cross-functional teams to resolve tickets and enhance customer experiences.

Responsibilities

Implement best practices in Avaya Call Center operations and ensure compliance with company policies.
Provide advanced technical support for complex incidents, utilizing Avaya troubleshooting techniques for root cause analysis and solution implementation.
Manage and update the knowledge base, conduct training sessions for new hires, and coach analysts on Avaya system usage.
Collaborate with cross-functional support teams to resolve complex support tickets within agreed SLAs.
Drive positive customer experiences by achieving first call resolution and proactively addressing security threats.

Requirements

Advanced proficiency in Avaya Call Center technologies and solutions.
Strong troubleshooting skills with a focus on root cause analysis.
Solid understanding of Call Center operations and quality assurance processes.
Excellent communication and interpersonal skills for effective collaboration and training.

Desired Qualifications

Avaya Certified Support Specialist (Optional but valuable).
ITIL Foundation Certification (Optional but valuable).

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark at a place that puts its people first.

#Avaya#Unified Communications#Call Center#Administrator#Technical Support#ITIL#HCLTech

Company

HCLTech

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Others, India

Applicants

Be an early applicant