Senior Software Engineer
Budapest, BU, HU
About Avaya
ABOUT THE OPPORTUNITY
The Customer Product Engineer (CPE) aka TIER-IV Engineer is responsible for subject matter expertise and customer advocacy within the Product House (R&D) Team providing proactive and reactive support to the Avaya Services team supporting customers. In addition to the technical competencies, the CPE sets direction, establishes training and provides mentorship to technical resources across all internal and external channels.
The CPE serves as technical advisor to solve difficult issues within the given domain and will provide technical leadership as a part of a dynamic team in a very technologically demanding environment. A high degree of interaction, leadership and customer empathy is required to work with customers support channels and team members.
Location: Hungary
ABOUT THE RESPONSIBILITIES
• Serves as a Customer Product Engineer (CPE), interfacing with support channel and field issues investigation and then providing technical resolutions including providing bugfixes and enhancements for packages, connectors, and custom developed applications
• Serves as liaison with R&D for an assigned technical domain
• Serves as a technical advisor to technical support engineers on complex issues within a given technical domain
• Provides Analysis, Development and Maintenance of solutions developed on top of Avaya Platforms and Products on premise and in the cloud using latest technologies
• Assists customers in identifying, analyzing, and resolving problems with business communication systems, including communication to all stakeholders, information collection, analysis, live troubleshooting sessions, recommending and implementing corrective actions, developing, and deploying fixes and patches, follow-ups, and documentation.
• You will act as a key contributor in complex / critical environments. Act as a source of technical expertise to others in own area. Explain complex concepts to a variety of audiences and ensure meaning is understood.
• You will provide mentoring and guidance to junior colleagues.
ABOUT YOU
EXPERIENCE:
• At least 5 years of experience in software development or software support field
• At least 2 years of experience with Avaya technology
• Bachelor’s degree in a Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience
SKILLS & COMPETENCIES:
• Proven excellence with customer facing activities. Must have a passion for customer satisfaction, and have the ability to manage customer’s needs and expectations
• Experience with one or more of the following technologies: C#, Javascript, Java, Go, Nodejs
• Familiar with code analysis and debugging, solution performance analysis
• Basic Operating System skills - Linux / Windows
• Understanding of networking concepts and protocols (Sockets, TCP/UDP/SSL, HTTP)
• Experience with telecommunication protocols (SIP, RTP, H323, MRCP) is a plus
• Experience with cloud platforms (GCP) is a plus
• Experience with database technologies (SQL, OpenSearch) is a plus
• Excellent communication skills and ability to work effectively in a geographically dispersed team
• A keen interest in application support with very strong problem-solving abilities
• Strong level of curiosity to chase problems through to diagnosis & resolution
• Fluent oral and written English
EDUCATION / CERTIFICATIONS:
• 5-8 Years of Experience in implementing or supporting complex software applications in enterprise customer environments, VoIP and SIP Telephony experience given additional consideration
• Certifications on cloud platforms (GCP) is a plus
• Certifications on Avaya Products is a plus
ADDITIONAL INFORMATION:
• Full time position, flexible hours
• You will be working from home
• You will be part of multinational and geographically distributed team
• Will be required to provide out of hours On-Call support based on a monthly rotating basis.
• Must be willing to support out of hours customer engagements (including weekends)
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