Administrator - Avaya Unified Communications

Job Description

Administrator - Avaya Unified Communications

Others, Maharashtra

Job Summary

The Call Center Operations Administrator plays a crucial role in ensuring smooth and efficient operations within the support team. This position is responsible for independently resolving tickets, providing on-call support, and conducting root cause analysis. By adhering to quality standards and focusing on customer satisfaction, the administrator contributes significantly to the overall success of the organizations support services.

Key Responsibilities

1. Provide On-Call Support By Troubleshooting Issues And Implementing Solutions Using Avaya Call Center Technologies, Ensuring Timely Resolution And Adherence To Service Level Agreements.

2. Conduct Root Cause Analysis Of Escalated Issues Within The Avaya System, Documenting Findings And Proposing Preventive Measures To Enhance Operational Efficiency.

3. Update And Manage The Knowledge Base By Documenting Solutions And Best Practices Related To Common Issues Encountered In The Avaya Call Center Environment.

4. Train And Coach New Analysts On Avaya Systems And Procedures, Ensuring A Consistent Understanding Of Operational Protocols And Quality Standards.

5. Independently Resolve Support Tickets Within Agreed Service Level Agreements, Focusing On First Call Resolution To Enhance Customer Satisfaction And Reduce The Number Of Reopened Cases.

Skill Requirements

1. Proficient In Avaya Call Center Technology And Operations

2. Solid Understanding Of Customer Support Processes And Quality Assurance Standards

3. Familiarity With Ticketing Systems And Service Level Agreement Management

4. Strong Analytical Skills For Root Cause Analysis And Problem Resolution

5. Excellent Communication Skills For Effective Training And Customer Interaction

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)

2. Avaya Certified Support Specialist (Optional But Valuable

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.