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Principal Technical Support Engineer

Date:  Oct 9, 2021

Mumbai, MH, IN

Requisition ID:  29333

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.

Job Information

Job Code: 00255943

Job Family: Services

Job Function: Services Engineering

About the Responsibilities

•    The position is part of Avaya Managed services project Operations support team.
•    This is a 24X7 operations team supporting Avaya Infrastructure.
•    Engineer will be responsible for managing technical excellence within the Avaya and customer Team and providing 2nd and 3rd level technical assistance.
•    This role includes problem management, client liaison, technical architecture, and product development.
•    Identifies, examines, and resolves moderately complex problems with business communication systems.
•    Provide high level of technical consultation support to customers across globe.
•    Provide Complex Configuration Programming changes support to internal & external customers.
•    Require to work with all stake holders & partners supporting end-user installations, configuration & programming changes.
•    Deliver process Training/KT’s new joiners.
•    Deliver technical KT to external teams depending upon skills & requirements.
•    Create Job Aids, MOP for internal team members & customers on demand.
•    Remote/Onsite Implementation, demonstration and delivery of the solution.
•    Onsite/offsite Support on Avaya Voice related solution.
•    Provide regular updates on project responsibilities and dependencies.
•    Handle technical escalations & technical issues escalated by team members.
•    Act as an SME in the team.
•    Contribute significantly to client satisfaction and interface with clients with defined tasks. 

About You

•    Should have 8+ years of relevant experience in the telecom profile; Working on AVAYA Aura Core Session Manager/endpoints/Communication Manager, Avaya Gateways G700/G450, S83xx,84xx,85xx,87xx,88xx, one-X products, Avaya Aura Messaging, AVP, Avaya Control Manager, WFO, ACR, CMS, AES, AADS, Presence Services, Utility Server, Avaya Experience Portal, IX Messaging,
•    Addon - AVAYA Control Manager, Experience with AVAYA Oceana, Recording solution knowledge, Avaya Call Back Assist 
•    Must have extensive knowledge of VDN, Vectors, variables, call flow design, integration    between devices, SSL/TLS Avaya & third-party certificates, IP changes etc.
•    Networking Skills: TCP/IP, Session Initiation Protocol, H.323
•    Candidates must have a good track record (formal Nortel/AVAYA/Cisco training if possible) of Installation and maintenance across the Avaya/Nortel product range.
•    Any of the Avaya Certification: ACSS, ACIS, ACSE.
•    Good Analytical skills and problem-solving capabilities. 
•    Ability to work in a very high pace and dynamic environment
•    Strong technical background, Good understanding and knowledge of Software Architecture, Integration capabilities and Data models. 
•    Excellent case management skills & able to work independently.
•    ITIL model of service delivery, understanding of SLA’s, contracts. Exposure to supporting global customers, working 24*7 environment.
•   Bachelor's degree in Engineering or Equivalent Technical experience   


7+ Years of Experience


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).