Customer Support Engineer

Avaya Corporation; A distancia; MXN 901,000 - 1,262,000; Jornada completa

Descripción de la vacante

A global enterprise software firm is looking for a Customer Support Engineer in Mexico. The role involves supporting Experience Portal Platforms, developing IVR applications, and troubleshooting issues. Candidates should have 3-6 years of experience, preferably with skills in Avaya products such as IVR, CM, and AES. A Bachelor's degree and training on related products is preferred. This position emphasizes customer orientation and effective communication.

Formación

• 3-6 years of experience in relevant roles.
• Experience with applications using AAOD for IVR development.

Responsabilidades

• Support for Experience Portal Platforms and IVR application development.
• Troubleshoot issues with Experience Portal applications.
• Modify applications developed with AAOD.
• Integrate services and create IVR flows using AAOD.

Conocimientos

Contact Center administration

Avaya products (IVR, CM, AES, Orchestration Designer)

DB queries design

IVR flows development

Collaboration

Communication

Creativity

Problem solving

Customer oriented

Proactivity

Sense of urgency

Educación

Bachelor's degree

Training on Avaya products and IVR flows

Descripción del empleo

Customer Support Engineer

Location: Virtual, MX

Requisition ID: 37435

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Job Information

Job Code: 99931074

Job Family: Services

Job Function: Technical Support

Qualifications

Skills

• Experience on Contact Center administration.
• Experience on Avaya products mainly IVR, CM, AES, Orchestration Designer.
• Experience in DB queries design.
• Strong experience on IVR flows development.
• Abilities: collaboration, communication, creativity, problem solving, customer oriented, proactivity, sense of urgency.

Education:

• Bachelor’s degree is preferable.
• Training on Avaya products and IVR flows development or provable job experience on these matters.

Responsibilities

• Basic Support Activities
• Support for Experience Portal Platforms and development of IVR applications with Avaya Aura Orchestration Designer.
• Dialing and validation of applications integrated into Experience Portal.
• Review of configuration parameters on Avaya platforms.
• Experience Portal application monitoring.
• Specialized Support Activities
• Troubleshooting on Experience Portal applications.
• Support in deployment of IVR system versions.
• Obtaining logs, description of sending to the development team on defects.
• Review of configuration parameters on Avaya platforms.
• Management of customized reports.Support in activities performed in the configurations of Contact Center equipment.Assistance with maintenance windows for updating Avaya systems that involve the Experience Portal platform.
• Application Development Service
• Modification of applications made with AAOD (Avaya Aura Orchestration Designer).
• Integration of services into applications made with AAOD.
• Creation of flows for IVR with the AAOD tool.
• Integration with Rest Services, WSDL, Database, CRM.
• Creation of log systems.
• Configuration of development environments.
• IVR flow integration testing and validation.
• Release IVR applications into production in AAOD.

Experience

3 – 6 Years of Experience

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.