TS Implementation Engineer L4/ Senior Avaya Engineer

SUMMARY:
Senior Avaya Engineer

POSITION INFO:

Our client a Global Tech firm is seeking a TS Implementation Engineer L4/ Senior Avaya Engineerto join their team in Sandton. Our client offers great benefits, stability, growth and an attractive salary. Candidates must have an Avaya Proactive Outreach manager (POM), this is none negotiable

Description

The TS Implementation Engineer L4/ Senior Avaya Engineer is involved in highly complex environments for installation, configuration and fault management. They provide technical support to Dimension Data clients. This includes remotely supporting clients within Service Level Agreements (SLAs) to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management.

Certification, both in vendor technology (Senior Specialist) and product is elevated to a specialized level and activities continue to progress towards an expert level.

Senior Avaya Engineer work closely with clients, displaying good client engagement skills and engaging at a high level of professionalism. They are required to interact with clients on site to meet more complex requirements of a solution. Problems and issues that cannot be resolved are escalated to the relevant third parties.

The individual demonstrates project management and administration ability. They write reports and proposals and project documentation. Senior Avaya Engineer ensure the compilation of the documentation of standard operating procedures relating to installations and fixes. The L4 engineer assist the presales team in crafting/validating complex solutions

Responsibilities

• Implement VoIP solutions across multiple locations.
• Develops, maintains, and manages appropriate vendor and client relationships.
• Create detailed design and deployment documentation from technical architecture designs for communications systems, networks, hardware, software, transmission and signaling systems.
• Responsible for researching, evaluating, and recommending Contact Centre technologies to support business goals and processes.
• Support end user applications (i.e. POM).
• Provide client service to internal clients, including response to escalations. Proactively assess and notify clients of business impacting incidents.
• Prepare incident reports for major incidents, including root cause analysis and remedial actions including root cause analysis and remediation actions.
• Participate in 24x7 rotational weekly standby.
• Report and proactively address capacity issues based on business forecasts.
• Support end user applications.
• Follow IT Process for Change Management to ensure expected results.
• Monitor the service requests / incident queues. Update incidents/requests accordingly to meet Service Level Agreement requirements.
• Liaise with managers, client contract (portfolio) managers, directors and executives to determine system needs and explore potential new business and/ or technical options and solutions.
• Lead project to implement operational improvements.
• Provide superior client service to internal clients, including response to escalations, proactively notifying clients of issues, and assessing and communicating business impact.
• Prepare and maintain configuration and deployment documentation for internal and external clients.
• Drive the continual evolution and support of the disaster recovery plan for consistency between sites.
• Demonstrate good judgement by proactively identifying problems and proposing solutions.
• Provide guidance, mentor and coach engineers in the team.
• Ensure effective proactive monitoring of all technologies in the client environment. Develop appropriate tools and processes to ensure impact to the client is reduced with proactive monitoring.
• Ensure effective incident management processes are in place to reduce reoccurring incidents.
• Maintain Knowledgebase that can be used to resolve incidents more efficiently. Will be expected to perform a variety of complicated tasks and direct the work of others. A wide degree of creativity and latitude is expected as part of the job performance and will need to rely on judgment and experience to accomplish goals.
• Experience in leading a team and working in a team-oriented, collaborative environment.
• Familiar with a variety of the field''s concepts, practices, and procedures
• Ensure Avaya certification stays current

Requirements

• Required Certifications
• Avaya Call Manager 6 or higher
• Avaya Session and System Manager
• Avaya Proactive Outreach manager (POM)
• Avaya Control Manager
• Avaya Enablement Server

Preferred Certifications

• Avaya Oceana and Breeze
• IP Office
• ITIL V3/V4
• Avaya Proactive Outreach Manager
• Avaya Aura Contact Centre
• Extensive Dialer experience in implement, support, and consult

Advantageous Certifications

• Voice Recording Knowledge (NICE / Avaya)
• IX Messaging

Competencies

• Avaya CM / Session / System and Control Manager Administration.
• Avaya Call Vectoring and VDN Programming.
• Avaya System Manager/Session Manager.
• Avaya Application Enablement Services (AES), Computer Telephony Integration (CTI), design, implem

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