Basic Information

Ref Number


Last day to apply


Primary Location




Job Type

Digital Solutions

Work Style


Description and Requirements

  • 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 and Drive OEM and 3rd party vendor for the resolution of Case/Problem like Cisco, AVAYA · 

  • Provide direct end-user Tier 2 software administration, on Avaya Unified \ Communications related platforms and peripheral equipment, and any associated devices on the telephony VoIP-based network. 

  • This includes, and is not limited to, Avaya Communication Manager, Session Manager, Systems Manager, both Avaya IP endpoints such as IP phones, Analog devices, and mobility applications such as IP Softphone and VPN Phones.

  • Provide end-user telephony break/fix support, create Service Call requests, and perform basic troubleshooting regarding the telephony VoIP-based network Avaya Unified Communications related platforms and peripheral equipment. 

  • This includes updating tickets as work progresses and close tickets with appropriate updates when work is completed or issue resolved. 

  • Complete all work with specified SLA's. Programming experiences, Integrations in linux environment, Shell Scripting, PowerShell, Python and Javascript, SQL, Integration with 3rd party apis and databases and or other programming experience is a plus Familiarity with DNS, and DHCP ASA, Putty, Terminal windows, AVAYA alarm management Technology.

  • Experience in Plan, design, install, troubleshoot, repair, and maintain VoIP systems and equipment.

  • Knowledge and understanding of SIP and SIP troubleshooting Knowledge of analog and Ethernet cabling standards Test, turn up, and support SIP trunks, PRI's and voice gateways Test, turn up, and support analog gateways.

  • Experience of privilege classes, permissions, and table access and control protection. Experience of OM's, LOGS, and DEVICE ROUTING. 

  • Experience of Device Independent Recording Package (DIRP) functionality. Experience in Traffic Analysis and able to interpret the associated logs. 

  • Experience with Multi level precedence and preemption (MLPP) Experience in routing and switching with Q0S experience a plus Instant Messaging, Conferencing, and Video Conferencing a plus · 

  • Assist and/or deployment and/or operations team(s) with VoIP deployments and/or operations · 

  • Assist in creating and maintaining systems documentation for MAC and break/fix procedures for telephony related activities and Accurately document deployment processes and project notes Excellent oral, written, interpersonal communication and organizational skills.

  • Able to manage multiple projects/customers concurrently Exchange information, verbally and in writing, clearly, accurately, reliably, and timely.

  • Work Location: Noida Work Shift (IST): Canadian working hours.

  • Must have 2-8 years of experience.

Additional Job Description

  • Avaya Blue: AACC, CCMS, CCMA, AAEP, POM, ADD, License Manager.

  • Experience in Nortel Legacy Option 61c, 81c, CS1k experience for Voice / Avaya with more than 3 years of experience.

  • Able to install, maintain, configuring, and troubleshoot telephony systems including both VoIP and TDM PBXs. 

  • Avaya Blue (Nortel Legacy) UC CC maintenance support.

  • Avaya Red: Elite, AES, AMS, AAEP, POM, Orchestration Designer, One X Agent ○ 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.

  • Education Qualifications : Any technical graduate.

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.