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Technical Specialist

Date:  Jun 8, 2022
Location: 

CDMX, CMX, MX

Requisition ID:  32867

ABOUT AVAYA

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

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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