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Avaya Cloud Services Dedicated Technician

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Date: Jul 31, 2019

Location: Preston, LAN, GB

Company: Avaya Corporation

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

About the Opportunity

Responsible for interfacing with Avaya customers both external and internal. Maintains positive relations and coordinates with various functions within Avaya to ensure customer incident requests and moves adds and changes are handled appropriately and in a timely manner, within SLAs.

 

Process and regular tasks:

  • Understand and Follow Avaya escalation process
  • Raise tickets through Avaya and 3rd party portals when needed.
  • Communicate with Service desk, T3 and T4 engineers to log and work with them to resolve issues.
  • Collect logs, enable remote access, troubleshoot issues, perform Move Add Change Delete.
  • Prepare, collect and share regular reports (monthly, weekly, etc.)
  • Attend regular services and support customer-facing as well as internal meetings
  • Managing the day to day tickets and Complex CRs – 80%
  • Involvement in planned maintenance windows
  • Support the testing post case resolution / complex CR deployment and supporting roll-out
  • Resolving queries related to reports or system behavior to CC Supervisors / managers.
  • Testing of new release roll-outs (e.g. AAFD new release testing, new patch deployments and testing in dnata Lab).
  • Works onsite at customer location.
  • The customer is a multinational travel services company originated from Dubai but now has offices in several countries.
  • Committed to the project for and daily attendance
  • All resources must demonstrate good customer management skill, attention to detail and an excellent work effort. 
  • Ongoing Metrics will include:  # of Tickets Handled, # of Work Orders accepted, Quantity of changes per order, # of Incidents worked to gauge performance.
  • Monthly Team and Individual Metrics provided to track and measure performance and responsiveness.
  • Service Levels performed to satisfy Avaya to customer Service Level Agreements (SLA).
Requirements

Key Technical Skills:

  • Solid relevant experience in supporting Avaya CC preferably in a multi-site multi-national organizations.
  • Deep understanding of the CC environment and business needs
    • Avaya CC: ACD, CC Elite, ACR recording, CMS reporting, QM, WFM, DPA, Control Manager, context store, breeze, one-x Agent, customer survey, call back assist)
    • Avaya infrastructure: Pod-Fx, VMware, Servers, gateways, outsourced or cloud Data center services, networking infrastructure.
    • 3rd party systems (F5 load-balancers, Fortinet Firewalls, Spectrum Wallboards). Understanding of networking concepts, topology and infrastructure (Avaya VSP & ERS switches, MPLS network by service provider, physical connectivity - Fiber, UTP, etc)
  • Adaptability and understanding of integration components (salesforce, CRM applications, IVR applications, payment gateway, screen pop up.)
  • Strong documentation skills (reports, Visio, action plans, updating technical and functional documents, etc.)
  • Cloud and Virtualization knowledge will be added advantage.
  • Good knowledge of networking protocols, topology, design
  • Good technical troubleshooting skills
About the Individual

Key Soft Skills / Behaviours:

  • Professional, dedicated and detail oriented
  • Excellent customer interface communication (written and oral), presentation and interpersonal skills and Self-motivated.
  • Experience in dealing effectively at the management level
  • Key understanding of the ‘voice of the customer’, focused on delivering quality
  • Proven experience in dealing with global customer satisfaction programs
  • Excellent business acumen, positive attitude, motivated & organized
  • Ability to work effectively with all regional leaders to implement global APCS offerings
  • Overtime may be required (business need)
  • Non-service affecting work will be performed during standard work hours.

 

Other Requirements:

  • Resource must be physically located in Glasgow/Preston
  • May need to travel to other customer sites on need basis.
  • Must be available to work odd hours, nights or weekends as required
  • 40 Hours a week but there will be shifts (including night, holidays, weekdays and weekends)
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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. 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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