We’re looking for a dynamic Shared Service Engineer to join our team who will provide first class support and implementation services to the FourNet customer base.

Scope of responsibilities

1. Provide L3 escalation support, diagnose and resolve contact centre and voice technology incidents.
2. Perform system analysis and integration with other VoIP, Avaya, and other technologies.
3. Act as escalation point for all complex and high priority customer incidents related to Avaya contact centre applications.
4. Provide engineering support, advice, and consultation to other team members.
5. Provide onsite and remote support as needed.
6. Collaborate with other partners and suppliers.
7. Coordinate with customer network and technical staff.
8. Troubleshoot complex technical issues and provide appropriate resolutions and analysis of root cause(s) in alignment with contracted Service Level Agreements.
9. Mentor and train junior technical staff to encourage team’s growth and development.
10. Utilize Avaya System Manager (SMGR) solution for deployments, configurations and support of Avaya Aura solution elements, applications, and services.
11. Provide problem management resolution on both software and hardware related issues.
12. Support all Avaya Aura core systems and technologies, including, Media Gateways, Communication Manager (CM), Aura Messaging (AAM), and Application Enablement Services (AES).
13. Support the design and deployment efforts of complex Avaya systems and solutions specific to contact centre technologies.
14. Responsible for providing release and capacity management deliverables to service analytics teams for customer monthly and quarterly deliverable.
15. Utilize proprietary and industry standard tools and technologies to monitor, isolate and interpret unified communications related network traffic and faults – e.g., WireShark, TraceSM, TraceSBC, etc.

Technical Profile

• Experience of 5+ years of directly related professional experience vast technical abilities in one or more of the following primary products and technologies (in addition to qualifications listed below) preferably in enterprise environments:
  • Avaya Aura Contact Centre
  • Avaya Aura System Manager & Session Manager
  • Avaya Aura Session Border Controller for Enterprise
  • Avaya Aura Communication Manager
  • Avaya CMS administration and maintenance
• 6+ years proven expertise supporting contact centre solutions
• 5+ years demonstrated experience supporting and/or maintaining complex Avaya infrastructure
• Ability to maintain current industry standard certification as required
• Professional level understanding of network architectures, technologies, and common voice protocols
• Exceptional verbal and written communication with unwavering dedication to the customer experience and ability to effectively articulate and/or document troubleshooting steps performed to include incident response and root cause analysis
• Microsoft Office Suite proficiency
• Experience supporting managed services
• Experience supporting multi-OEM environments preferred
• ACS credentials – IP Telephony and IP Maintenance preferred
• Working knowledge of or ITIL V3V4 Certification preferred

Personal Attributes/Skills

• Planning (vital for the role, to have good organisational skills).
• Strong technical/problem solving, able to quickly and effectively find ways to overcome challenges.
• Excellent customer service and communication skills
• Documentation (strong written skills for updates and reporting).
• Teamwork. (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)