Technical Specialist- Contact Center Avaya

1.0 - 5.0 years

0 Lacs

pune, maharashtra

On-site

You will be joining Avaya as a Technical Specialist in Contact Center based in Bangalore, Hyderabad, or Pune, reporting to the Operations Manager. Your role will involve providing expert post-sales support for software and/or hardware systems, sub-systems, and/or applications for customers or field personnel using telephone and remote diagnostic capabilities. You will proactively review customer networks to identify potential issues, work with management and teams to implement solutions, and independently handle problems of diverse scope. Your responsibilities will include significantly contributing to client satisfaction, managing service requests, incidents, problems, and change management requests remotely for Global Avaya Maintenance Service, Managed Service, and Cloud accounts while adhering to SLA compliance. It will be expected that you follow prescribed escalation policies and ITIL practices to ensure timely resolution of customer outages. To be successful in this role, you should have previous experience supporting global customers in a 24*7 environment, with exposure to Maintenance Service, Managed Service, and/or Cloud environments being preferred. You must be capable of providing Tier-3 level support for various Avaya Contact Center products and possess knowledge of platforms such as AEP, POM, Application Enablement Services, Call Management Server, Work Force Optimization, Oceana, AACC, Avaya Control Manager, and more. Additionally, you should have a good understanding of operating systems, basic networking, and Contact Center products. Your role will involve incident management, problem, change management, and critical outages support, requiring advanced troubleshooting skills and the ability to propose and monitor the implementation of solutions for customer-reported incidents involving multiple products. It is essential to have in-depth knowledge of SIP, Avaya Aura, Linux distributions, and demonstrate strong oral and written communication skills. This full-time position will involve servicing Avaya Global Customers, requiring a willingness to work in a 24x7 environment with minimal travel. The ideal candidate will have 1-3 years of experience, a Technical Certification, or equivalent qualifications. ITIL knowledge and certifications would be advantageous for this role.,

Posted 3 days ago

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