Avaya Support jobs

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 Employerin 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.

Location: Melbourne

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:

• Provide L2/L3 technical support for IP Voice and UC platforms
  
  • Support Inbound voice services: hunt groups, auto-attendants, time-of-day routing, overflow routing, and IVR call flows
  • Participate in IP Voice Activation: assist in provisioning and commissioning SIP trunks, BroadWorks services, and Microsoft Teams Direct Routing
  • Perform IP Voice Assurance activities: fault diagnosis, SLA monitoring, CDR analysis, and SIP trace investigation
  • Microsoft Teams Phone: configure and troubleshoot Direct Routing, SBC configurations, voice routing policies, and Teams calling plans
  • Broadsoft: group and user-level administration, feature provisioning, XSP log analysis, CDR7 queries
  • SIP troubleshooting: diagnose registration failures, call routing issues, codec mismatches, DTMF relay, and SBC interop issues
  • Contribute to root cause analysis (RCA) and assist in implementing permanent fixes
  • Work with carriers, Microsoft and Cisco BroadWorks support as required
  • Participate in on-call/after-hours support for production incidents
  • Assist with platform upgrades, configuration changes, and testing
  • Review SIP traces, XSP logs, CDRs, and Wireshark captures to diagnose issues
  • Provide guidance and support to L1 team members
  • Adhere to SLA, ITIL, and incident/problem/change management processes
  • Assist in creation of Change Management documentation, including PVT planning
  • Create and update knowledge base articles, SOPs, and technical runbooks
  • Participate in KT sessions and cross-training activities
  • Document configurations, call flows, and troubleshooting steps
  
  Essential
  
  • Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or related field
  • 5+ years of experience in IP Voice support, operations, or implementations
  • Solid understanding of SIP protocol (RFC 3261), RTP/SRTP, VoIP fundamentals
  • Hands-on experience with at least one of: Microsoft Teams Phone/Direct Routing, Cisco BroadWorks
  • Familiarity with Australian telecommunications environment (PSTN, NBN, SIP trunking)
  
  Preferred Certifications
  
  • Microsoft Certified: Teams Voice Engineer (MS-700 or MS-720)
  • Cisco BroadWorks technical certifications
  
  Required Skills & Experience
  Mandatory
  
  • 5+ years in enterprise voice/UC support or engineering
  • 3+ years hands-on with at least one: Cisco BroadWorks , or Microsoft Teams Phone
  • SIP knowledge: reading SIP ladders, understanding 1xx/2xx/4xx/5xx responses, basic SBC configuration
  • IP Voice Activation: SIP trunk provisioning, DID assignment, codec configuration, basic QoS understanding
  • IP Voice Assurance: fault isolation, CDR analysis, SIP trace reading using Wireshark or similar
  • Inbound voice: hunt group and auto-attendant configuration, time-of-day routing, IVR basics
  • Microsoft Teams Direct Routing: SBC pairing, voice routing policies, dial plans, emergency calling basics
  • Broadsoft: Group/User administration, CommPilot portal, feature provisioning, CDR7 queries
  • Experience with enterprise SBCs: AudioCodes, Ribbon, or Cisco CUBE (configuration and troubleshooting)
  • Incident management and ITIL process adherence in production environments
  
  Good to Have
  
  • Experience with additional UC platforms: Cisco CUCM, Avaya, Genesys Cloud
  • Microsoft 365 administration (Teams Admin Center, PowerShell)
  • Scripting experience (Python, PowerShell) for automation
  • Familiarity with Telstra assurance tools: Splunk, CDR7, Service Central, SecureCRT
  • Experience with NBN Co portal and carrier fault management processes
  • Knowledge of IMS, VoLTE, or carrier-grade voice platforms

In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU)

• 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

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

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 Infy_REC_Helpdesk@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.”