Pros
Salary and benefits are decent although on the decline. Products have a good name and reputation in the industry. There are a few professionals left.
Cons
Post sales support has been in an accelerating downward spiral for the last 5 years. Massive micro management of metrics that have no reflection on actual value added. Encumbering, time consuming, meaningless, redundant processes. And then more processes. All this is a result of out of touch clueless management that makes decisions behind closed doors. They open the door throw processes and directives at you and say do them or you're fired then shut the door. It's become impossible to add any real consistent value to the customers. The entire center has very, very low morale. No one has any respect for management and has lost all devotion they once had to the company. Everyone has gone into self-preservation mode. You cannot question the omniscient decisions of upper management without great personal risk. All managers up to and including director are out of the loop yes-men. Groups are in silos. Animosity between those groups has been allowed to fester. If you are a professional with a good work ethic you have 2 choices. Leave (a lot have already) or accept that you are just here to process metrics and collect your paycheck. The service we provide is random and inconsistent. Granted we have the ISO cert. That just means the meaningless processes are consistently documented. Read the potential detriments about ISO on wiki. Someone who works for Avaya had to have written it. Skills and experience are not weighted very high (or not at all) when the "deciders" make a ruling about work flow in the infrastructure. Work will be handed off 3, 4, ... 7 times all over the world for days before, by random chance, it hits someone with the skills to fix it in 15min. Tier 2 are clerks and call receipt. T3 does T1, T2 and T3 work. This sounds like a rant, nevertheless, I'm saddened that after over a decade of service to a once great, proud company I feel that this infrastructure could arguably be past the point of no return and headed to failure. It's hard to dismiss the devotion I had for many years but I owe it to myself to try. If you want to work on Avaya equipment, and the products are still good, look for business partners. You will get far more respect and support from Avaya than if you worked for Avaya.
