§ Responsible for both Pre-sales and Post Sales engineering and technical disciplines, for both Avaya and Genesys Cloud Solution
§ Responsible for all engineering and technical disciplines for Avaya Aura Solution in Post Sales
§ Responsible to train our engineers to achieve both Implementation and Maintenance required certification
§ Perform full elements of project implementation which includes:
o Understand full solution requirements of the project
o Being accountable and managing the scope of work assigned
o Install Information and Communications Technology (ICT) Solutions in networking and contact center settings
o Support network infrastructure
o Support daily system operation checks
o Conduct first level troubleshooting to resolve issues
o Assist customers in producing and submitting reports
o Coordinate job requests
o Assist in case escalation to product principle to ensure minimal disruption to operations and maintain high quality standards
o Ensure all necessary project documentation is performed accordingly
o Update the project manager timely on all related project matters
o Being a responsible team player and communicator amongst customers, end-users and project team
o Take ownership in one’s scope of work
§ Perform maintenance on ICT solutions which includes:
o Maintain implemented networking and call center solutions of customers
o Schedule backup and preventive maintenance
o Conduct first level troubleshooting
o Assist customers in performing patch updates
o Support Presales for both Avaya and Genesys Cloud Solution
