Technical Specialist - Unified Communication
Hyderabad, IN
Additional Information
• Full time role servicing Avaya Global Customers.
• Willingness to work in a 24x7 environment.
• Minimal travel required.
About Avaya
Businesses 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.
Job Information
Job Title: Technical Specialist – Contact Center
Job Code: 00255939
Job Family: Services
Job Function: Services Engineering
Business Function: Avaya Enterprise Cloud, Managed Services, Maintenance Services
Location: Bangalore, Hyderabad, Pune
Reports To: Operations Manager
Role Type: Individual Contributor
About the Opportunity
An individual contributor who provides expert 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. Proactively reviews customer networks and determines where there may be issues by using multiple combined SW / HW components or across multiple platforms using multiple protocols. Works with management and teams to implement. Displays expertise in industry protocols, solutions and customer situational management. Independently works on problems of diverse scope
About the Responsiblities
• Contribute significantly to client satisfaction and interface with clients with defined tasks. Customer communication and satisfaction are the highest priority.
• Manage Service Request, Incident, Problem and Change Management requests remotely to Global Avaya Maintenance Service, Managed Service and Cloud accounts meeting SLA compliance.
• Follow prescribed escalation policies to ensure customer outages are resolved with the appropriate time frames. Expected to be process oriented following ITIL practices.
About the Job Requirements
Experience:
• Previous exposure supporting global customers, working in 24*7 environment
• Experience working in a Maintenance Service, Managed Service and/or Cloud environment would be preferred
Skills and Competencies:
• Responsible to Provide Tier-3 level Support for any of below Avaya Unified Communications Product stack (Should be experienced in at least 2 of the above listed products):
o Avaya Aura Communication manager
o Media Gateways
o Avaya Aura SM/SMGR,
o Avaya Aura Media Server (AAMS),
o Avaya Aura Appliance Virtualization Platform (AVP)
o Avaya endpoints.
o SBCE
• Knowledge on windows OS, Linux, VMware, basic networking
• Primarily involved in Incident Management, Problem, Change management & Critical Outages Support.
• Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting.
• Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products
• Linux red hat distributions
• ITIL knowledge and certification would be an asset
• In-depth Understanding of Session Initiation Protocol (SIP)
• Demonstrate understanding of Avaya CC Products
• Demonstrated Oral & Written Communication skills & Team Player.
• Advanced Troubleshooting skills with knowledge of Wireshark, network sniffs, etc.
Experience
Location Preferences
The preferred locations for this role are Pune or Hyderabad, India
Education
Preferred Certifications
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