Customer Support Engineer II

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.

ABOUT THE OPPORTUNITY

We are seeking a PCMS team engineer dedicated technician that is fluent in both English and Spanish.  Responsible for providing remote 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. Supports end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation. May include supporting 3rd party products and occasional on-site support. This is a post-sales remote support position. Works with limited guidance on projects within defined criteria. Provides solutions to a diverse range of moderately complex problems. This position is a contract obligation with Avaya`s customer, an PCMS customer, where Avaya fully manages the customer environment.

ABOUT YOU

•  Associate or Bachelors’ degree in Computer Science or Electrical Engineering or equivalent experience is preferred plus 3 - 6 years of Avaya solution experience.
• Session Border Controller
• Communication Manager
• Call Management Platform
• WFO
• Application Enablement Services
• Avaya Experience Portal
• Web Report
• System Manager / Session Manager
• CRM Connector
• Call Back Assist
• Call Reconnect
• POM
• SIP / TCP-IP protocol
• Linux
• VMware
• Microsoft Azure
• AWS
• Team worker
• Leadership
• Multitask
• Communication
• Customer relationship

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). #LI-LD1