Technical Architect

About Avaya

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 Description

• Acts as a dedicated or designated liaison between the company and customers to improve customer satisfaction and to meet service level agreements.
• Responsible for the timely resolution of day to day problems and break/fix incidents for technical or operational issues.
• Configurations and customers are generally highly complex, strategic and/or global in nature.
• May team with any of the following to develop and implement an account management strategy that drives company revenue: account managers, project and program managers, engagement managers, systems engineers, sales team members, and service providers.
• Must use, train, and serve as a subject matter expert on a wide range of tools to steam line efforts in troubled case management, escalation, reporting and customer stewardship.
• Posseses and maintains a clear understanding of key customer service entitlements and proactively monitors on a daily basis.
• Must ensure service plans align with revenue objectives.
• Must have a high level understanding of the company's products and be able to leverage technical resources to expedite problem resolution.
• Work is performed with minimal direction and reviewed by senior management.
• Provides resolutions to a diverse range of complex problems. 

Experience

Education

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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).

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