Technical Support Senior Engineer

Date:  May 5, 2024
Location: 

Pune, MH, IN

Requisition ID:  36411

About Avaya

Businesses are built by the experiences they provide, and everyday 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.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

Job Information

Job Code: 00255944

Job Family: Services

Job Function: Services Engineering

Job Description

 

 

 

EXPERIENCE

•    Previous exposure supporting global customers, working in 24*7 environment
•    Experience working in a Maintenance Service, Managed Service and/or Cloud environment would be preferred 

SKILLS

•    Responsible to Provide Tier-3 level Support for any of below Avaya Contact Center Product stack (Should be experienced in at least 2 of the above listed products):
o    AEP, POM
o    Application Enablement Services
o    Call Management Server / AIQ / Analytics
o    Work Force Optimization, Work Force Management
o    Oceana, WFSE, Breeze
o    AACC, ACCS
o    Avaya Control Manager (ACCCM)
o    Avaya Proactive Contact (Dialer)
•    Knowledge on windows OS, Linux, VMware, basic networking
•    Good understanding of Contact Center products like voice response units, call reporting systems and call routing products.
•    Primarily involved in Incident Management, Problem, Change management & Critical Outages Support.
•    Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting.
•    Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products
•    Linux red hat distributions
•    ITIL knowledge and certification would be an asset
•    In-depth Understanding of Session Initiation Protocol (SIP)
•    Demonstrate understanding of Avaya Aura (CM, System Manager, Session Manager)
•    Demonstrated Oral & Written Communication skills & Team Player.
•    Advanced Troubleshooting skills with knowledge of Wireshark, network sniffs, etc. 


ADDITIONAL INFORMATION

•    Full time role servicing Avaya Global Customers.
•    Willingness to work in a 24x7 environment/Night Shift
•    Minimal travel required.

EDUCATION/QUALIFICATION

Typically requires 10-15 years of experience and a Bachelors degree or equivalent or 8 years of experience and a Masters degree or equivalent.
 

Short Description

An individual contributor who provides expert post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Acts as the SME for complex issues and is the internal representative in critical escalations. Proactively reviews customer networks and determines where there may be issues by using multiple combined SW / HW components or cross multiple platforms using multiple protocols.  Works with management and teams to implement. Displays expertise in industry protocols , solutions and customer situational management. Independently works on problems of diverse scope. May include lab management , mentoring lower level engineers, project management.

Experience

10 - 15 Years of Experience

Education

Bachelor degree or equivalent experience
Master degree or equivalent experience

Preferred Certifications

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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).