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Strong employer brand but specialized Avaya/contact-center skillset reduces applicant pool, yielding moderate competition.
Deep Avaya, SBC, SIP and contact-center domain expertise limits cross-industry transferability.
Explicit minimum experience paths plus mandatory expert Avaya/SBC and telecom integrations increase filtering stringency.
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Own strategic direction and technical leadership for Synchrony’s enterprise voice infrastructure supporting Contact Center and Unified Communication initiatives.
Design, implement, and ensure resiliency and reliability of voice platform including third-party integrations like IVR, Call Recording, and CTI.
Lead day-to-day voice operations, change management, troubleshooting, and provide mentoring within the voice environment.
Bachelor’s degree with at least 3 years of technology experience OR High School Diploma/GED with at least 6 years of technology experience.
Expert-level knowledge of Avaya Aura Suite and Session Border Controllers mandatory.
Strong knowledge of Contact Center integrations including Call Recording, Workforce Management, complex voice routing, CTI required.
Work hours require availability between 06:00 AM and 11:30 AM US Eastern Time; flexibility for other hours.
Experienced in managing large-scale enterprise voice/contact center platforms with complex integrations and third-party systems.
Proven ability to lead operational support, change management, and incident resolution for voice infrastructure within a distributed, cross-functional environment.
Comfortable collaborating globally across US and India teams with flexibility in work hours aligned to Eastern US time zone.