Application Support Specialist

1. Position summary

Black Box is seeking a Senior Managed Services Engineer / Technical Lead based in the Philippines to support enterprise and government customers across Australia.

This senior, hands-on role provides technical leadership across Avaya & Genesys CX voice, contact centre and unified communications environments, acting as a trusted escalation point for complex incidents, changes, service assurance and customer-facing technical support.

The successful candidate will be technically strong, customer-focused, calm under pressure and able to work independently across customers, vendors and internal teams. This is a technical leadership role and does not include direct people management.

2. Key responsibilities

Technical support and incident ownership

 Provide Level 2 and Level 3 support for Avaya, Genesys Cloud, voice, contact centre and unified communications

platforms.

 Troubleshoot end-to-end call flows across carriers, SIP trunks, SBCs, Avaya applications, recording, reporting,

networks and integrations.

 Analyse logs, traces, alarms, signalling and performance data to isolate root cause and restore service.

 Own incidents from initial investigation through restoration, customer validation, documentation and closure.

Major incidents and escalations

 Act as the senior technical escalation point for Priority 1, Priority 2 and business-critical incidents.

 Lead structured incident bridges, coordinate customer, carrier, vendor and internal actions, and provide clear

technical updates.

 Contribute to root cause analysis, corrective action plans and post-incident reviews.

Customer technical ownership and service assurance

 Act as a trusted technical contact for assigned customers, maintaining knowledge of architecture, integrations and

critical services.

 Monitor operational health, capacity, licensing, alarms, availability and performance trends.

 Identify recurring issues, lifecycle risks, resilience gaps, technical debt and optimisation opportunities.

Change, project and service transition

 Plan and implement production changes, upgrades, patching, migrations and scheduled maintenance.

 Prepare implementation, test, validation, risk and backout plans under approved change processes.

 Support project discovery, transition readiness, cutovers, go-live activities and post-change validation

Black Box | Position Description | Internal Use2

Problem management and continuous improvement Vendor, documentation and team leadership

 Manage vendor and carrier support cases with complete evidence, clear follow-up and timely escalation.

 Maintain accurate documentation, diagrams, inventories, call flows, support procedures and knowledge articles.

 Provide structured handovers covering impact, evidence, actions, commitments and next steps.

 Mentor Service Desk and NOC resources and contribute to consistent operational standards.

Commercial and operational awareness

 Prioritise customer activities based on impact, severity, SLA commitments and operational risk.

 Identify out-of-scope work and raise it through the appropriate service delivery channel.

 Provide technical input into renewals, estimates, lifecycle planning and small project opportunities.

3. Working hours and availability

 Work primarily in Sydney, Australia business hours, including AEST/AEDT daylight-saving changes.

 Participate in a 24x7 on-call roster and respond promptly to critical incidents while rostered.

 Support after-hours, weekend and public holiday work for major incidents, changes, upgrades, migrations and go-live

activities.

4. Technical capability

Essential Desirable

• Avaya Aura CX and Genesys CX

• Session Manager and System Manager

• Contact Center Elite

• Avaya SBC and media gateways

• CMS reporting

• SIP, H.323 and RTP

• Vectors, VDNs and call routing

• Avaya logs, traces and call-flow analysis

• Carrier SIP trunks and integrations

• Enterprise networking fundamentals

• Linux, Windows and VMware

• Backup, recovery and high availability

• AES and Experience Portal

• Aura or IX Messaging

• Microsoft Teams Phone / Direct Routing

• AudioCodes gateways and SBCs

• Voice recording and WFM integrations

• Virsae or similar monitoring platforms

• ServiceNow or equivalent ITSM

• REST APIs, scripting and automation

• Cloud and hybrid contact centre environments

5. Experience and qualifications

 10+ years’ experience supporting enterprise voice, unified communications or contact centre environments, including

strong Avaya Aura experience.

 Proven Level 2/3 support experience in complex, multi-customer managed services environments.

 Experience with major incidents, customer escalations, production changes and vendor management.

 Sound understanding of ITIL incident, problem, change and service management practices.

 Excellent English communication skills with confidence engaging customers, vendors, technical teams and senior

stakeholders.

 Relevant Avaya, ITIL, networking, Microsoft, VMware or Genesys certifications preferred; equivalent experience

considered.

6. Personal attributes

7. Key performance measures

 Achievement of SLAs and timely restoration of customer services.

 Quality of troubleshooting, vendor escalation evidence, documentation and ITSM records.

 Successful delivery of production changes, technical transitions and corrective actions.

 Customer satisfaction, stakeholder confidence and effective major-incident leadership.

 Contribution to service improvement, team capability, customer retention and renewals.

8. Equal opportunity

BlackBox is committed to an inclusive workplace where team members of all backgrounds are respected and supported. Selection will be based on the capabilities, experience and attributes required to succeed in the role.