Senior Solutions Engineer CC

Avaya   •  

Thornton, CO

Industry: Telecommunications

  •  

5 - 7 years

Posted 152 days ago

This job is no longer available.

00255944

Short Description

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. 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 implementation, and support experience with Avaya Aura's CC portfolio. The candidate will be SME level on more than one Aura CC major application (Oceana/Breeze, Elite Multi-channel, AES/CTI, WFO, Experience Portal and related products like POM, CBA etc). The CC SSE will have support and implement experience in the majority of the CC portfolio. The SSE will serve as the escalation point for all technical escalation issues coming into the organization. The Senior Solutions Engineer role will encompass all aspects of delivery from customer engagement to engineering, implementation and integration of Oceana / Breeze, Elite Multi-channel, and other components of the Avaya Contact Center portfolio. These solutions will be deployed on Avaya's next generation private cloud platforms within the Avaya Communications Cloud Private offer. The role will extend to working closely with architecture teams, and platform engineering teams to ensure proper deployment, integrations, and serviceability of the CC infrastructure.

Long Description


To be successful in this role, you are likely to have the following experience, skills and personal qualities:

  • Extensive experience in hands-on engineering support and implementation roles with Avaya Oceana / Breeze, AES, CMS and related Call Center portfolio.
  • Ability to apply skills in one area to learn new applications and technologies quickly.
  • Ability to operate autonomously in a delivery organization
  • Ability to technically lead production issues to resolution in a virtual private cloud environment
  • Track record of delivering exceptional post sales solutions engineering support withinthe contact center product portfolio.
  • Facilitation skills when working with internal / external or customer technical teams
  • Ability to work in a multi-disciplined, professional level team environment.
  • Ability to interpret data to make effective recommendations.
  • Demonstrated top level troubleshooting, analytical, planning and decision-making skills.
  • Highly developed interpersonal skills.
  • Ability to work under pressure, to tight schedules.
  • Task and goal oriented, you have a sense of urgency with the ability to prioritize issue resolution.
  • Strong relationship and stakeholder management skills – the ability to partner effectively with internal teams and customer support personnel.

Skills:

  • Oceana, Breeze, Avaya Elite Multi-channel, AES/CTI, CMS, WFO, AEP Experience Portal, POM, CBA
  • SQL DB experience
  • Practical and working understand of SIP, VOIP, networking/TCP IP

Experience

5 - 6 years of experience and a Bachelor degree or equivalent, or 4 years of experience and a Master degree or equivalent

Education

Bachelor degree or equivalent experience

Master degree or equivalent experience