Technical Support Senior Engineer

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp.  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.

Short Description

 

• The Senior Solutions Engineer (SSE) will have extensive design, implementation, and support experience with Avaya Aura's UC/CC portfolio.  
• The candidate will be SME level one one or more Aura UC/CC components, and have major support and implement experience in the overal UC/CC portfolio.  
• The SSE will serve as the escalation point for all technical escalation issues coming into the organization for customers on Avaya Communication Cloud Private infrastructure.
• This is Avaya's hosted private cloud solution. 
• The solution consists of Aura Components:CM, ASM, SBCE, Breeze, SMGR, AMS (media server), Equinox, AMM, AADS and Utility Services, AES,AAEP,ACR,WFO,WSFE,Oceana,Analytics
• The SSE has expertise across multiple Aura products to provide input on complex issues spanning multiple product lines.   The role involves troubleshooting advanced SIP call flows with expert level capabilities in both SIP tracing and protocol debugging.   A deep understanding of how to troubleshoot the SIP core across Aura product line is required.  
   

Responsibilities

 

•    Respond to incoming requests for support Avaya support personnel
•    Remotely diagnose and troubleshoot complex problems across multiple products and UC/CC disciplines
•    Able to articulate complex solutions to varied audiences
•    Ability to effectively work within the team and with external stake holders such as platform architecture and IT teams when necessary to isolate, resolve, and prevent issues. 
•    Excellent time manager, able to analyze data, consume technical architectures and troubleshoot quickly
•    Excellent customer service skills, comfortable interacting with customer staff of all levels of technical acumen
•    Extensive experience with virtualization technologies, VMWare, various SAN technology etc
•    Strong networking understanding to drive VoIP troubleshooting, specifically ability to perform, and interpret packet captures, processing down to the target in           

      large data sets.
•    The SSE will provide mentorship and guidance to junior engineers.
 

Experience

Education

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