Somerville, Massachusetts, United States
• Take ownership and drive to resolution escalated customer issues / accounts using Avaya Conferencing products. • Ensure all key parties are kept appraised of developments during critical escalations. • Replicate issues / client environments in-house to provide accurate, timely and concise data to Development to decrease time to resolution. • Verify system patches prior to deployment to site. • Manage priorities of all field found defects globally with Development / Product Management. • Interface between Backbone (support) and Development. • Provide knowledge transfers / consulting to other groups within Avaya. • Participate in New Product Introductions / Beta trails / PRDs reviews to provide services feedback and ensure “lessons learned” are not repeated. • Recommend design changes and product enhancements. • Coordinate with third party vendors integrated with conferencing systems to jointly resolve implementation issues.
• Establish, lead and direct a new Escalation Group • Reduce involvement of Development and management in resolving clients’ issues. • Ensure upper management were informed and kept appraised, as appropriate, of key developments in high profile customer escalations. • Provide key analysis & decision making with recommendations on technical problems and issues. • Create the processes for interaction with other departments and ensure good working relationships were established. • Develop processes to allow safe patch releases to be performed that did not delay engineering release date commitments and ensured client expectations were met.
• Coordinate with clients for the installation of Audio Conferencing Bridges. • Review of clients’ business models to find ideal configurations prior to installation. • Schedule installations & training. • Take responsibility for installation engineers on the clients’ sites. • Act as point of contact between Development and the systems engineer on site. • Own account management for key customers involved in New Product Introductions. • Work as an escalation point for the support group.
• Work in 24x7 support role for Conferencing products. • Perform installation of Conferencing equipment on site. • Provide training to Operators and technical staff on site. • Build and test systems prior to shipment.