Senior Technical Support Engineer - Avaya

Responsibilities

 The position is part of Avaya Managed Services Support, which provides 24/7 operational support for Avaya infrastructure.

 Strong knowledge of Avaya products and solutions, including Avaya Aura and Contact Center

 Provide expert technical support to customers, resolving complex issues and ensuring customer satisfaction.

 Collaborate with cross-functional teams to troubleshoot and resolve customer problems in a timely manner.

 Conduct in-depth analysis of customer requirements and provide customized solutions.

 Act as a subject matter expert, providing guidance and mentoring to junior team members.

 Contribute to the development of knowledge base articles and technical documentation.

 The engineer will be responsible for managing technical excellence within the Avaya and customer teams and delivering second- and third-level technical support.

 The role involves managing technical incidents, liaising with clients, resolving issues, and providing. support for third-party products, as well as supporting specialists and end users within the Enterprise and Contact Center Voice Portfolio.

 Support usually takes the form of handling incidents within SLA and looking into and fixing issues.

 Availability and performance monitoring, routine start-up and close-down, and maintenance of operating plans and schedules

 This person will be well-versed in contact center environments that support IP telephony and have experience managing and maintaining Avaya technologies.

 You must have a flexible work schedule and be available to work on the weekends and evenings as needed.

 Familiarity with WFM, KM, and call recording solutions from an integration, administration, and support aspect

 Escalation of all support issues from telephony support frontline teams.

 Complete all requests and tickets within the SLA timeframe, and make sure that every ticket is closed.

 capable of carrying out UAT testing and improvements to the current phone system.

 Provide advice to the business teams on best-practice call flows.

 Technical expert on customer AVAYA Unified Communications and Contact Center infrastructure
 Required skills and qualifications:

 Bachelor's degree in Computer Science, Information Technology, or a related field

 Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.

 Proficiency in troubleshooting and resolving complex technical issues.

 The candidate can quickly adjust to changing needs and procedures, has a thorough understanding of business systems technology, and thrives in a fast-paced, dynamic work environment.

 In addition to having excellent communication skills, this person can work well in cross-functional teams, understand requirements, swiftly implement solutions, and communicate with user groups.

 The individual has the ability to collaborate with end users on issue resolution and process development, analyze metrics, extract trending data, provide status reports, and offer continuous improvement recommendations.
 Experience:

 With over 5 to 8 years of experience in Avaya Aura and contact centre product installation, administration, support, and expertise in the Avaya contact centre portfolio, Avaya OCEANA, ACRA, Verint 15.X, WFM, and KM optimisation and troubleshooting
 Addon: Avaya Oceana, ACRA/Verint 15.x, WFM, KM, Avaya Call Back Assistance, and Experience with Customized IVR,