Job Description

About AvayaBusinesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there\'s no limit to the experiences Avaya customers can create.The richness of Avaya\'s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.About the Opportunity

• Acts as a liaison between the company and assigned customers of which there are contractual obligations in place for value added services for a specific length of time.
• Responsible for the delivery of quality services via cross-functions and third-party teams inside and outside of the company.
• Self-directed, making major contributions to teams, when acting as Senior Technical Support Engineer takes responsibility for client satisfaction on maintenance support deliverables.
• Ability to work independently with strong sense of ownership and commitment towards the completion of the solution delivery.
• Possess strong leadership skill to provide guidance to the team. Recognized as a subject matter expert within areas of expertise, and/or is certified in one or more technology areas. Capable of diagnosing and evaluating complex issues.
• Work is performed with minimal direction and reviewed by senior management. Provides solutions to a diverse range of complex problems.
• Offers a complete portfolio of software and services for contact center and unified communications.

About the Responsibilities

• Maintain and support the governance and framework developed for Cloud migrations.
• Responsible for end-to-end support delivery, production rollouts, proof of concept and technical demos.
• Ensure the interface and dependencies between infrastructure and application teams are validated.
• Drive the Cloud onboarding process and assist the business in prioritizing deployments
• Drive visibility into the communication channel from engineers to executives, collaborate with cross functional teams and drive teams on task delivery.

About You

• Experience in Cloud based Unified Communication, Contact Center technology and collaboration platforms. Ability to write high quality technical documents. Lead service review sessions with customer to obtain approval and signoff.
• Engineering degree in Telecommunications, Computer Science, or related field with 4+ years\' experience as telephony consultant in telecommunications industry.
• Preferred hands-on experience of Unified communication (CM, CTI, SMGR, SM, AES, Breeze, Session Border Controller), Collaboration (Audio/Video conferencing), Multichannel (email, webchat, SMS, chatbot, Social media), WebRTC and Contact Center Technology (Avaya IX contact Center, CMS, Experience portal, Proactive Outreach Manager and Avaya Oceana Solution)
• A strong team player, comfortable with working collaboratively, virtually, and independently. Excellent communication and interpersonal relationship skills - able to effectively manage technical discussions and influence all levels of management to come to decision making and present back with customers.
• Ability to work in a multi-cultural environment.
• Ability to learn quickly and work under pressure to meet tight deadlines, managing multiple priorities effectively with solid analytical capabilities.
• Provide guidance, Collaborate with vendors and partners effectivelyAn individual contributor who provides advanced remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Provides support for medium to highly complex end user installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting. Includes supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of medium to high complexity. Independently determines and develops approaches to solutions. Proactive in monitoring and resolving low complexity downstream effects as a result of the fix. May highlight more complex issues. Displays an understanding of the functionality and usage of the product and in conjunction with associated product.

FooterAvaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).#LI-DNI

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