Job Description

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). 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. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

An individual contributor who provides advance 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. Provides support to complex end user installations, configurations, upgrades, and migrations through advanced problem solving and trouble shooting. Includes supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products. Has complete understanding of the functionality and usage of multiple products or products in conjunction with associated products within the customer network. Independently works on problems of diverse scope. Provides coaching to lower-level engineers and are available to work on special projects.

About the Job

• Deliver remarkable customer experience
• Planning and designing the implementation plan with the customer.
• Installation, upgrade and integration of Avaya UC and CC products for assigned customers.
• Testing and troubleshooting as required during the solution delivery
• Engage with customers to address any dissatisfaction and drive corrective actions
• Manage and escalate critical customer issues to bring the right level of expertise
• Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan
• Develop talent in the team aligning with the business objectives
• Create an innovative, open, and high-performing culture in the team.

About You

EXPERIENCE

• Prior Avaya exposure in serving Global customers.
• Project Management skills and Avaya certification would be an asset
• Experience working in ITIL roles and project management
• Excellent communication skills. Ability to adapt the communication based on the audience.
• Ownership and problem-solving mindset

SKILLS & COMPETENCIES

• Hands-on experience on installation, configuration and integration of Avaya UC and CC product lines.
• Product Knowledge required - Avaya Aura CM, SM, SMGR, SBCE, AES, CMS, Messaging, AMS, AAEP, WFO, CC Elite, etc.
• Ability to contribute to decisions on the technical delivery against the customer contract and process guidelines
• Knowledge in deploying application on VMware.
• Proficient in enterprise management tools and processes
• Experience in dealing with third party provided services
• General understanding of risk management and IT security standards

ADDITIONAL INFORMATION

• EMEA Time zone working hours, opportunities to work flexibly and/or remotely. Should be able to extend the working hours based on the assigned project.

EDUCATION/QUALIFICATION

• Typically requires a Bachelor\'s degree with 10+ years of relevant experience.

Location - Bangalore, Pune, Mumbai, Hyderabad, Gurgaon

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Experience

10+ Years of Experience

Education

Bachelor degree or equivalent experience

Master degree or equivalent experience

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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).

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