Avaya Contact Center Engineer – Conversational AI Integration

Role Overview Capgemini is looking for a seasoned Avaya Contact Center Engineer to join its growing technology delivery team across Pune and Bengaluru. This role is tailored for professionals who bring deep hands-on expertise in Avaya's contact center ecosystem and are ready to bridge traditional CC infrastructure with next-generation Conversational AI platforms. You will be a key technical contributor in designing, deploying, and optimising enterprise-grade contact center solutions for global clients, working alongside cross-functional teams in an agile delivery environment. Key Responsibilities Design, configure, and sustain end-to-end Avaya Contact Center solutions spanning Avaya Aura, Elite, Oceana, and the Avaya Experience Platform. Set up and manage critical contact center components including ACD call routing, vectoring logic, CMS reporting suites, IVR and Voice Portal configurations, agent desktop environments, and workforce management integrations. Lead the technical integration of Avaya CC platforms with Conversational AI engines such as Google Dialogflow, Microsoft Bot Framework, Amazon Lex, and IBM Watson. Build and maintain omnichannel engagement capabilities across voice, chat, email, and social media touchpoints. Develop and govern API-based connectors between Avaya and external systems including CRM platforms, AI services, and analytics tools using REST and SOAP web service standards. Diagnose and resolve intricate technical issues across contact center infrastructure, integration layers, and AI-driven communication flows. Partner with AI engineering, DevOps, networking, and application development teams to deliver cohesive enterprise solutions. Drive performance tuning, high-availability configuration, and system optimisation initiatives. Contribute actively to on-premises-to-cloud migration and platform upgrade programmes in hybrid and full-cloud environments. Required Qualifications Candidates should hold a graduate-level degree or equivalent technical qualification, though formal graduation is not mandated. Four to ten years of hands-on experience in Avaya Contact Center engineering is essential for this role. Why Join Us Capgemini is a global leader in IT services and digital transformation, offering engineers the opportunity to work on complex, large-scale contact center programmes for Fortune 500 clients. The organisation fosters a collaborative, innovation-driven culture and provides clear pathways for technical advancement, certification sponsorship, and exposure to cutting-edge AI and cloud technologies. With openings across Pune and Bengaluru, this is an excellent opportunity to grow within one of the world's most respected technology consulting firms.

4 to 10 years of hands-on experience with Avaya Contact Center solutions including Avaya Aura, Elite, Oceana, and the Avaya Experience Platform Strong working knowledge of ACD, IVR, call flow design, vectoring logic, and scripting within Avaya environments Practical experience with Avaya CMS, AES, and CTI integrations Solid understanding of Avaya UC versus CC architecture distinctions Demonstrated experience integrating Avaya CC platforms with Conversational AI solutions such as voicebots and chatbots Working knowledge of REST and SOAP APIs, web services, and middleware connectivity Experience with at least one Conversational AI platform: Google Dialogflow, Microsoft Bot Framework, Amazon Lex, or IBM Watson Familiarity with speech recognition, NLP concepts, and conversational flow design Understanding of SIP and VoIP protocols and core networking fundamentals Knowledge of at least one scripting or programming language such as Python, JavaScript, or Java Experience with digital channel integration including chat, email, and social media is preferred Familiarity with cloud-based contact center (CCaaS) solutions is an advantage Exposure to cloud platforms such as Azure, AWS, or GCP is a plus Experience with DevOps practices and automation tooling is beneficial Avaya or AI platform certifications are considered an added advantage

Opportunity to work on global enterprise contact center projects for leading multinational clients Exposure to cutting-edge Conversational AI and cloud contact center technologies Cross-functional collaboration with AI, DevOps, networking, and application engineering teams Career growth pathways within one of the world's top IT consulting organisations Certification support and continuous learning opportunities Permanent full-time employment with a globally recognised employer