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Cloud Service Solution Engineer - Remote U.S. or Canada

Date:  Jul 15, 2021
Location: 

Morristown, NJ, US

Requisition ID:  30288

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

The Avaya Cloud Service Solution Engineer (SSE) is a senior level support architecture role.  The successful candidate will help deploy, integrate, and maintain the solutions required to transform premise-based Avaya Aura solutions to hosted solutions. The Cloud SSE partners with internal teams to provide technical leadership in the transformation of traditional UC and CC technology to UCaaS and CCaaS, while provides judicious, technical leadership, ensuring that all cloud solutions and architecture adhere to industry best-practices for scalability, usability, performance, security, and serviceability. This role also designs, deploys and oversees the implementation and integration of Avaya Aura UC and CC systems for cloud-based infrastructure and has responsibility for relationship management with internal teams responsible for IaaS platform vendors. 

The SSE will also help drive the requirements for integrations of Avaya enterprise solutions with virtualization platforms and methods from IaaS providers.  Integration of these platforms with a customer self-service web portal, managed services platforms, reporting infrastructures, along with existing business processes are key deliverables of the role.

To be successful in this role, you will have to provide top tier solution support for critical/complex escalations in customer production, managing the technical progression of the troubleshooting as they traverse multiple layers of the stack.

ABOUT THE RESPONSIBILITIES

  • Develops judicious plans for cloud-based Avaya solutions, including transition strategies, risk assessment, and roadmap planning.
  • Oversees the implementation and integration of Avaya solutions for cloud-based implementation. This includes both migrating on premise applications to cloud infrastructure as well as maintaining applications already in cloud infrastructure.
  • Partners with internal stakeholders to investigate and communicate the impact of architecture and design choices on attributes like scalability, performance, availability, and security. Identifies gaps, judicious impacts, financial impacts, and the risk profile in the technical solution or offering and provides technical support.
  • Troubleshoots complex production technical issues for cloud-based solutions. Identifies and mitigates risks on projects.
  • Will help develop documentation, and dissemination of processes related vendor relationship management, tracking, troubleshooting, and reporting for cloud-based solutions.
  • Provides technical leadership and participates within teams as needed for support of cloud-based initiatives (i.e. Database, Infrastructure, Development, Data Security).
  • Provides technical documentation for the purposes of integrating the cloud hosted Avaya solution into existing change management and release management workflows
  • Helps in the creation of automation practices where applicable to drive efficiencies in deployment, monitoring, and ongoing maintenance of the solutions.

ABOUT THE REQUIREMENTS

EXPERIENCE
 

  • SME (Subject Matter Expert) in system design, implementation, and maintenance for Avaya Aura applications in large enterprise.
  • Proven strong experience supporting Avaya CC portfolio.  Especially WFO/Call Recorders, Oceana, Analytics, Workspaces for Elite, etc.
  • Strong experience in defining solutions architecture for cloud-based systems
  • Prior experience architecting and migrating existing on-premise applications to cloud infrastructure.
  • Experience with integration and deployment of Linux particularly Red Hat based software application solutions in a cloud-based environment.
  • Experience with Microsoft server, active directory domain controllers, DNS & DHCP, and supporting LAN and WAN transport extremely valuable
  • Experience with SIP trunking, and SIP device access including SBC, and related security components and mechanisms is extremely valuable 
  • SME in SIP troubleshooting

REQUIREMENTS (Cont.)

SKILLS & COMPETENCIES

  • Extensive knowledge of Avaya CC portfolio mainly focused in WFO, Oceana and MSSQL server deployments.
  • Leadership initiative with the ability to drive the execution of a technical architecture strategy.
  • Excellent troubleshooting and critical thinking skills.
  • Strong verbal and written communication skills -ability to communicate effectively with various stakeholders including technical, non-technical and executive leadership

 

ADDITIONAL INFORMATION
 

  • Full Time position.
  • MST or PST timezones desired
  • Flexibility to work weekends, if required (however not in a regular basis)

Education

  • Bachelor's Degree in Computer Science or Information Technology related field required. 
  • Master Degree is preferred
  • AWS Certified Solutions Architect, VCP7-CMA, or other Cloud segment certifications desired.
  • Avaya Aura professional certifications desired

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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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