Technical Specialist
CDMX, CMX, MX
ABOUT AVAYA
ABOUT THE OPPORTUNITY
Bachelor’s degree in a technical field; Telecommunications, Electrical Engineering, Computer Science, or equivalent related technical experience.
Description: Tier 2 Specialist Contact Center Engineer will provide Level 2 Support for Avaya Contact Center Products, Application Enablement Services (AES), Work Force Optimization (WFO) and UC core product, Communication Manager, Session Manager, System Manager. ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties etc.
ABOUT THE RESPONSIBILITIES
- Identifies, analyzes, and resolves incidents on Customer environment
- Identifies, analyzes, and resolves problems with Avaya Equipment installed at Customer site.
- Provide break-fix local support.
- Contribute significantly to client satisfaction and interface with internal areas to defined tasks
- Operate in an ITIL model.
- Contribute actively to meet SLA and other contract requirements
- Escalate unresolved issues to level 3 and level 4 as required through standard escalation process.
ABOUT THE REQUIREMENTS
EXPERIENCE:
- Proven experience in Avaya Call Center administration, Application Enablement Services (AES), Work Force Optimization (WFO).
SKILLS & COMPETENCIES:
- Advanced understanding of Call Recorder systems o Basic understanding of IVR systems.
- Professional English language skills are required; written, spoken and comprehension skills Able to work in a global team environment.
- Especially Incident Management Solid Troubleshooting skill, Self-sufficient to determines and develops approach to solutions.
- Identify problem, analysis of logs and data required to resolve product issues of low-medium complexity.
- Understanding of digital telephony and VoIP principles
- ITIL aligned service delivery model, understanding of SLA's, Contract Penalties etc.
- Experience providing Technical Support Services at a Tier 1,2 level in a 24/7 environment
- Willing to learn new technologies and new product
ADDITIONAL INFORMATION:
- Full time employee working from Monday to Friday (business hours). At Customer facilities.
- Need to cover maintenance windows over the night or weekends.
- Because the workplace is at customer facilities must be alignment to customer work code.
EDUCATION/QUALIFICATION:
- Engineering Degree in Telecommunication or equivalent.
- Avaya Product Knowledge at least 3 of below:
- Work Force Optimization
- Avaya Call Recording
- Work Force Management
- Avaya Application Enablement Services
FOOTER
Avaya 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. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf
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