Avaya Telephony Engineer

ROLE PURPOSE

As a Telephony Engineer specializing in Avaya technologies, you will assume a pivotal role in the complete lifecycle of Connects (UK and SA) customers' telephony environments. Your responsibilities will encompass intricate tasks such as design, implementation, support, maintenance, and optimization. This position is at the forefront of our technology support team, requiring a deep understanding of Avaya solutions to ensure seamless communication experiences for our clients

KEY INTERFACES

Service Delivery Managers

Customer Success Managers

Project Managers

Account Managers

Internal Technical Teams

Finance Teams

Customer Stakeholders

Internal Stakeholders, including the Leadership Team

3rd Party Carriers/TPMs

RESPONSIBILITIES:

General:

Daily / Weekly Health Checks

Respond to reported tickets and support issues within SLA or better.

Collect logs related to customer-affecting issues and investigate the possible root cause.

Resolve support issues through investigation, replication, and troubleshooting.

Participate in internal and customer-facing calls related to support issues.

Ability to interpret and trace through complex SIP call flows

Interact directly with customers to obtain additional information or to provide status updates or resolutions.

Organize and lead conference calls during customer-affecting service interruptions.

Become knowledgeable about all Connect Products through training and hands-on experience.

Identify improvements to processes and seek ways to improve customer satisfaction.

Complete basic change requests submitted by customers.

Update the Knowledge Base upon resolution of a support issue to document the solution for future reference.

Ensure Service Level Targets for Case Response times are met.

Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours.

Attend training courses to sustain/enhance product knowledge.

System Implementation and Configuration:

Design and implement Avaya Aura Communication Manager to meet organizational communication requirements.

Deploy and configure Avaya Aura Contact Recorder for effective call recording and monitoring.

Maintenance and Support:

Conduct regular system maintenance, updates, and patches to ensure optimal performance.

Provide technical support for AACC and ACRA systems, promptly resolving issues to minimize downtime.

System Monitoring and Optimization:

Monitor system performance, conduct audits, and implement optimizations for enhanced efficiency.

Proactively identify and address potential issues to maintain a reliable communication environment.

Integration and Collaboration:

Collaborate with cross-functional teams to integrate Avaya solutions with other communication and business applications.

Ensure seamless interoperability with third-party systems and devices.

Documentation:

Develop and maintain comprehensive documentation for system configurations, processes, and troubleshooting procedures.

Provide training and documentation to end-users and support staff.

Security and Compliance:

Implement and enforce security measures to safeguard against unauthorized access and data breaches.

Ensure compliance with industry standards and regulations related to communication systems.

FORMAL EDUCATION AND TRAINING

Bachelor's degree in information technology, Telecommunications, or a related field.

Avaya certifications such as ACSS or ACIS are highly desirable.

Strong knowledge of Avaya Aura Communication Manager and Avaya Aura Contact Recorder.

The high degree of initiative, self-starting, resilience, persistence, and patience.

KEY SKILLS & EXPERIENCE

Proven experience as an Avaya Engineer with expertise in AACC and ACRA.

Experience in system integration and collaboration with other enterprise systems.

Excellent troubleshooting and problem-solving skills.

Strong communication and interpersonal skills.

Experienced telecommunications professional with a broad operational and new business support background, with a minimum of 5 years experience.

Experience in Contact Centre Technology

ITIL v3 Foundation (ITIL v4 preferred).

Proven leadership qualities with a strong customer focus.

Ability and influence to engage with senior business stakeholders and your team.

Self-motivated team player with excellent interpersonal skills.

Effective under pressure, with the ability to manage and prioritize business priorities.

Proficient in developing Customer Service processes and documentation.

A tenacious problem solver with a hands-on leadership style with the ability to co-ordinate and motivate a diverse virtual team.

OTHER POSITION CONSIDERATIONS: 

Travel may be required to attend work-related meetings and training sessions.  

May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations that are opened to weekends and evenings.  All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required. 

Able to maintain a regular work schedule to meet the needs of the business. 

Required to read and follow all company policies and procedures.