Service Delivery Engineer (Avaya)

My client a leading Australian employer is looking for a Service Delivery Engineer-Avaya Support to join their team on a contract basis. The purpose of this role is to provide accountability, expertise and support in the implementation, development and ongoing delivery of contracted managed service offerings within the unified communication environment.

To be considered for the role you MUST:

- Have a solid understanding of Avaya CM architecture (S8700, G650, G450, LSP & ESS) and call centre environments. Ability to perform moves, adds, changes and troubleshooting.
- Have experience administering Avaya Call Management Server in a call centre environment.
- Have an understanding of Avaya AES.
- Have an understanding of Avaya Voice Portal.
- Have experience administering Verint WFO, including WFM, QM and Call Recording
- Have experience administering Avaya WFO, including WFM, QM and Call Recording
- Tertiary qualified in IT (or related field) (Highly desirable).
- A practical technical knowledge across Unified Communication vendor technologies such as Avaya, Nortel and Verint.
- Exposure to the integration of vendor technologies within a Contact Centre environment. (Highly desirable)

Responsibilities of the role include:

- Manage Adds Moves and Change's and service requests for the Unified Communication products.
- Investigate and manage the resolution of service issues with the various products' and technologies within the Managed Service environment.
- Liaise with internal, external and third party groups providing services to resolve Incidents affecting the Managed Service Environment.
- Participate in technical investigations and Post Incident Reviews for service difficulties with UC products supported by NA&S.
- Delivery of services as aligned with the ITIL model, including.
- Incident Management
- Change Management
- Problem Management
- Configuration Management
- Capacity Management
- Availability Management
- Service Continuity
- Service Request Management
- Execution and enhancement of Daily, Weekly, Monthly Operational Procedures.
- Development and enhancement of documentation.
- Afterhours work as required.
- Participate in On-Call Roster.
- 3rd party vendor liaison.
- Possess a high level of Customer service skills and Customer focussed delivery and able to communicate at all levels of the business.

If you have the above skills and experience please don't hesitate and apply today!