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Technical Account Manager Developer

Date: 
Location: 

virtual, CA

Requisition ID:  27642
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.

Short Description

Avaya CpaaS team is looking for an experienced Technical Account Manager Developer who is going to be the designated technical support engineering contact for our strategic customers. As a designated technical contact you will work with our customers to resolve complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The Technical Account Manager delivers proactive guidance to the customer to provide added value through the use of Avaya CpaaS technologies and delivers recommendations to make the customer's environment less susceptible to business impacting downtime. If you are excited about not only teaching others 'how to fish' but also how to fish at scale then this role is for you.

A regular day in the life of a Technical Account Manager at Avaya CPaaS would consist of working on helping customers use Avaya CpaaS best practices to bring their projects to production ready state, while maintaining high customer relationship and helping them be successful using Avaya CpaaS. Some examples include: examining customer code for proper implementation of our API’s, and calling a customer to discuss the design of a function being implemented in their application

As a Technical Account Manager, you will help customers understand the finer points of Avaya CpaaS capabilities and influence them to implement best practices.

Skills
  • Proven knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
  • Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: Understanding of WebRTC would be a HUGE plus.
  • High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
  • Interest in utilizing customer feedback to identify and drive improvements in our products.
  • Enthusiasm for interacting and collaborating with other departments within Avaya in your search for the solutions our customers need.
  • Ability to stand in the customer's shoes and demonstrated dedication to the customer experience.
  • Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
  • Excellence in task prioritization and evaluation of situational urgency.
  • Bonus: Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS). Good understanding of React and Redux.
Experience
5+ Years of Experience
Education
Bachelor degree or equivalent experience in Computer Science or Electrical Engineering
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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).