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Avaya Technical Consultant

Technical Consultant - Voice (Avaya)

Home located, but prepared to travel regularly to client site and South East offices

Salary: to £60-65,000 base + car allowance + Bonus + Benefits.

Our client is a leading Avaya Platinum partner.

They are based in the South East, and are over 15 years old.

They offer a complete contact centre offering from Avaya and complementary technology providers

The core activities of this role include:

⦁ Technical Consultation to Sales, Presales and the customer base.
⦁ Technical escalation support to the NOC and the Service Desk.
⦁ Managing and maintaining the Avaya Lab.
⦁ Creation and maintenance of Technical Pre-sales documentation, technical and operational documentation.
⦁ Training and mentoring of the Service Desk/NOC and Professional Services.
⦁ Technical audits.
⦁ Root cause Analysis.
⦁ Contribute to the Change Process (Part of the change board)
⦁ Product Testing.

Skills Required:

⦁ Minimum Avaya ACSS qualification.
⦁ Strong knowledge of Avaya Verint WFM and WFO
⦁ SIP design, implementation and fault finding experience of SIP technologies
⦁ Voice Applications, including ACD and Voicemail, Modular Messaging , Call logging, Voice recording, WFO, Contact Centre, Diallers, IVR
⦁ Good knowledge on contact centre technology.
⦁ Excellent problem management skills.
⦁ ITIL knowledgeable.
⦁ Ability to present to a variety of technical audiences on a range of technical subjects.
⦁ IP Networking experience
⦁ Virtualisation experience, VMware technologies
⦁ Good understanding of complexities involved in deployment of complex UC and VOIP architectures

Role Objective:

⦁ Technical consultants work with partners and customers across the technology portfolio designing, implementing and supporting solutions.
⦁ The Technical Consultant (TC) will be required to provide technical consultation to customers, sales and presales on the technology we support and intend to include as a product going forward.
⦁ The TC will provide a technical transition to new customers on a support only contract.

This will involve site audits and creation of a new SPID.
⦁ Support and Manage technical escalations from the Service Desk and the NOC as and when required.
⦁ The role is a customer facing which requires the consultant to work with the customer and the NOC to achieve goals and resolutions.

⦁ Mentor the NOC by conducting training and workshops on new and existing technology.
⦁ Create and analyse documents required for operations.

The role will require the consultant to attend or chair workshops to create or amend existing documents required to improve processes in operations.
⦁ Champion new technologies and products.

The consultant will work with the product team to provide an operational perspective to a prospective product launch.
⦁ Support post and pre sales activity in the design, development and implementation of network solutions and datacentre solutions
⦁ Work with other members of the solutions team to solve the customers’ business problems
⦁ Develop key relationships with technology vendors and partners
⦁ Take a personal interest to help grow and develop the IP Integration Operations business
⦁ Dynamic approach to work and technology
⦁ Deliver high quality, profitable project services to time and budget
⦁ Deliver consulting services to agreed Timescales and Key Performance Indicators (KPI) to meet (and exceed) client expectations
Provide regular input in to project team as agreed and time and expenses tool without prompting