Job Family: Services
Job Function: Services Engineering
An individual contributor who provides expert 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. Acts as the SME for complex issues and is the internal representative in critical escalations. Proactively reviews customer networks and determines where there may be issues by using multiple combined SW / HW components or cross multiple platforms using multiple protocols.Â Works with management and teams to implement. Displays expertise in industry protocols , solutions and customer situational management. Independently works on problems of diverse scope. May include lab management , mentoring lower level engineers, project management.
The Senior Solutions Engineer (SSE) will have extensive design, implementation, and support experience with Avaya Aura's UC portfolio. The candidate will be SME level multiple Aura UC components, and have major support and implement experience in the overal UC portfolio. The SSE will serve as the escalation point for all technical escalation issues coming into the organization for customers on Avaya Communication Cloud Private infrastructure. This is Avaya's hosted private cloud solution.
The solution consists of Aura Components:CM, ASM, SBCE, Breeze, SMGR, AMS (media server), Equinox, AMM, AADS and Utility Services.
The SSE has expertise across multiple Aura products to drive resolution on complex issues spanning multiple products. The role involves troubleshooting advanced SIP call flows with expert level capabilities in both SIP tracing and protocol debugging. A deep understanding of how to troubleshoot the SIP core across Aura product line is required. Deep knowledge of CM features, network region design, locations and routing, local survivability and gateway support along with ASM integration with all related SIP entities, will be crucial to the role.
Education and Certifications
Responsibilities and Skills
5 - 6 years of experience and a Bachelor degree or equivalent, or 4 years of experience and a Master degree or equivalent