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 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.
To be successful in this role, you are likely to have the following experience, skills and personal qualities:
5 - 6 years of experience and a Bachelor degree or equivalent, or 4 years of experience and a Master degree or equivalent
Bachelor degree or equivalent experience
Master degree or equivalent experience