Basic Information

Ref Number


Last day to apply


Primary Location




Job Type

Digital Solutions

Work Style

Remote, Hybrid

Description and Requirements

5+ years of strong hands-on knowledge and technical experience of the following of configuring,
maintaining, and troubleshooting the following Avaya Aura Telephony and Contact Centre
o Avaya Communication Manager
o Avaya System & Session Manager
o Avaya Elite Contact Center
o Avaya CMS
o Avaya AES
o Avaya Aura Messaging
o Avaya WorkForce Optimization
o Avaya Proactive Outreach Manager
o Avaya Experience Portal
o Avaya Business Rules Engine
o Avaya Oceana
o Avaya Orchestration Designer
o Avaya Experience Portal
o CTI Integration/Application
o Apache tomcat Server
● In depth knowledge of Voice Telephony of Avaya Red Voice System.
● Hands on experience (installation and maintenance) on Avaya Voice Products like :Administration / Maintenance / Implementation of Avaya Red Voice system, (Media Gateway
G650 / G450 / G350 / Media Server s8800/S8700 / S8300), CMS / AACC Rls. 6.X / Avaya Aura Messaging/ IX Messaging / AWFO, CM, 6.x, 7.x, 8.x, Avaya IP office, Avaya SBC, AES / Session Manager / System Manager.
● Avaya Aura Contact Center/ Avaya Aura Elite
● Skill on Integration of Third Party Applications
● Develop / oversee development of call center configuration items such as call flow routing, IVR
routing, non-voice contact routing, report development, investigation of integration points etc. in
the Contact Center systems detailed above.
● Experience of working in a managed services environment and working knowledge of ITIL
Service Operations processes including Incident Management, Change Management, Event
Management, Problem Management, and Request Fulfillment
● Experience supporting multiple OEM environments or mid-migration environments

Additional Job Description

  • Spoken and written fluent English.

  • Spoken and written fluent French is preferred.

  • Multi-year experience working in advanced Contact Center environment as Supervisor or
    Manager is preferred.

  • ITIL or SDLC experience or certificate will be an advantage.

  • Presentation & demo skills, able to engage in client discussions during workshops

  • Customer facing profile with excellent communication and Negotiation Skills

  • Team and action oriented.

  • Proactive in prioritizing one's own workload and being able to assign areas of responsibility to others.

  • Open to learn and train peers in adjacent and emerging technologies platform.

  • Excellent time management.

  • Shift-Canadian working hours (6:00 PM to 3:00 AM, 8:00 PM to 5:00 AM IST)

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.