Service Delivery Engineer

Job Description

Roles & Responsibilities:

Execute technical support on various technical spaces from end user services to tech infrastructure

Responsible for technical incident fauly resolution

Responsible for problem root cause analysis and implementation of fixes

Develop change execution plans

Implement infrastructure changes

Assists in sizing of effort and solutions

Implementation of advanced Avaya IPT/UC platforms such as AES, Avaya Proactive Contact and Oceana

Responsible for performing configuration hardening based on standard sets

Responsible for performing system generation, tuning, configuration, upgrades, performance management, disaster recovery, and usage reporting as required.

Responsible for planning and executing system migration and upgrades

Analyze existing customer voice infrastructure and leads team in identifying potential enhancements to sustain, improve and optimize performance.

Maintain high quality customer service and to provide clear oral and written communication.

Requirements:

Diploma/Degree in Computer Science or equivalent

Minimum 5 years relevant experience in Avaya UC industry providing network operation support and implementing voice infrastructure.

Strong consultancy and interpersonal skills.

Good technical/engineering/development practice.

Hands-on network design and/or configuration experience with Avaya technology.

System integration knowledge of unified communications product, knowledge in Avaya is an advantage

Knowledge on integration with associated voice and network components from Cisco, HPE, Fortinet, NICE, Verint, SBCs (Audiocodes, Oracle)

Good in verbal and written communication in English and local languages