Company: HCL Tech
Posted on: January 25, 2023
Job Description (Posting)
Technical Support Senior engineer has the responsibilities for
maintaining, configuration, daily operation and upgrading of Core
Avaya Aura Products including System Manager, Session Manager,
Communication Manager, Media Server, Application Enablement (AES),
Avaya Aura Device Services, Avaya Session Border Controller
Enterprise, Avaya Web Gateway, Avaya Conferencing and Avaya
Presence and IX Messaging. Contact Center Products (Elite) SIP
Trunks and SIP Endpoints in an FedRAMP environment.
Perform discovery of customer telephony environments for
configuration and requirements gathering. Lead active deployment of
Avaya Aura UC/CC systems.
Develop and implement dial plans, dial plan migration in session
manager and communications manager, call routing plan, vectors, VDN
s, IVR scripts. Use Provision to export, modify and import dial
plans. Configure voice gateways.
Configure and Implement internal CA certificates throughout the
applications deployed for the customer. Troubleshoot L2/3 level
incidents on core AVAYA products. Participate in P1/P2 escalation
calls and provide customer timely updates.
Open tickets and manage escalations with AVAYA and/or other
manufacturers if necessary.
(1.) To independently resolve tickets and esnure that the agreed
SLA of ticket volume and time are met for the team. (2.) To provide
support for on call escalations orL3 level support and doing
incident and problem management (3.) Work on value adding
activities such Knowledge base update and management, Training
freshers, coaching analysts and conducting
interviewsorparticipation in hiring drives. (4.) To adhere to
quality standards, regulatory requirements and company policies
(5.) To ensure positive customer experience and CSAT through First
Call Resolution and minimum rejected resolutions or Reopen Cases
(6.) To participate or contribute on EN business in creation of
proposals to drive Service improvement plans.
Keywords: HCL Tech, Yuma , ASSOCIATE CONSULTANT, Professions , Blythe, Arizona
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