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Software Engineer II

Date:  Feb 11, 2021

Markham, ON, CA

Requisition ID:  29645

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 Role

Provide top level technical support and application support to Avaya Cloud customers and network of distributors. This individual will act as the centralized link between customers, distributors, tier 2 support, sales engineers and product development.

About the Responsibilities

  • Provide technical support to customers, distributors, field sales and internal personnel regarding product specifications, techniques and available solutions pertaining to Avaya Cloud products.
  • Ensure resolution of questions or problems, telephone follow-up and written documentation as required.
  • Provide technical product training for customers, customer care and sales specialists. 
  • Act as escalation point for Tier 2 support. 
  • Coordinate with the engineering team or DevOps on escalated issues.
  • Provide dedicated support to high priority customers
  • Create and update knowledge base articles
  • Beta test all Avaya Cloud products

About the Requirements


At least 3 years experience in Technical support



  • Excellent written and oral communication skills
  • Background in SIP and VOIP protocols
  • Ability to work independently and conscientiously to make high quality decisions
  • Experience with Google Apps is an asset


Bachelor degree or equivalent experience
Master degree or equivalent experience

Preferred Certifications


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).