Technical Specialist

**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

**ABOUT THE OPPORTUNITY**:
**This role is not union/represented.**
- Tier 1 & 2 Specialist Contact Center Engineer will provide Level 1&2 Support for Avaya Contact Center
- Products to be supported: Application Enablement Services (AES), Work Force Optimization (WFO)
- UC core product: Communication Manager, Session Manager, System Manager.
- ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties etc.

**ABOUT THE RESPONSIBILITIES**:

- Identifies, analyzes, and resolves incidents on Customer environment
- Identifies, analyzes, and resolves problems with Avaya Equipment installed at Customer site.
- Provide break-fix local support.
- Contribute significantly to client satisfaction and interface with internal areas to defined tasks
- Operate in an ITIL model.
- Contribute actively to meet SLA and other contract requirements
- Escalate unresolved issues to level 3 and level 4 as required through standard escalation process.

**ABOUT THE REQUIREMENTS**:
EXPERIENCE
- Proven experience in Avaya Call Center administration, Application Enablement Services (AES), Work Force Optimization (WFO).
- Experience with Core Product mainly for CM, SMGR and SM.

SKILLS & COMPETENCIES
- Advanced understanding of Call Recorder systems, Basic understanding of IVR systems.
- Professional English language skills are required; written, spoken and comprehension skills Able to work in a global team environment.
- Incident Management with solid Troubleshooting skill. Self-sufficient to determine and develops approach to solutions.
- Identify problem, analysis of logs and data required to resolve product issues of low-medium complexity.
- Understanding of digital telephony and VoIP principles
- ITIL aligned service delivery model, understanding of SLA's, Contract Penalties etc.
- Experience providing Technical Support Services at a Tier 1,2 level in a 24/7 environment
- Willing to learn new technologies and new product

**ABOUT THE REQUIREMENTS (Cont.)**:
ADDITIONAL INFORMATION
- Full time employee working from Monday to Friday (business hours) at Customer facilities.
- Need to cover maintenance windows over the night or weekends.
- Because the workplace is at customer facilities must be alignment to customer work code.

EDUCATION/QUALIFICATION
- Bachelor’s degree in a technical field; Telecommunications, Electrical Engineering, Computer Science, or equivalent related technical experience.
- Avaya Product Knowledge at least 3 of below:

- Work Force Optimization
- Avaya Call Recording
- Work Force Management
- Avaya Application Enablement Services

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