Job Requirement - Sr Software Engineer, Professional Services

Position: Sr Software Engineer, Professional Services (Emerging Products and Technologies)

Department / Location: APS CoE / Pune

Responsibilities:
•Design, code and write more advanced and complex packaged real-time communication applications (including Contact Center and Unified Communication applications) using both standard software development platforms and tools (C, C++, Java/J2EE, VXML, Eclipse, MS Visual Studio, etc.) as well as Avaya APIs/tools (CMAPI, JTAPI, AES, ...).

•Perform software development in compliance with software development models like Agile/XP/Scrum.

•Ability to execute software unit testing, troubleshooting, corrections, etc. Responsible to mentor new and junior software developers in the group



Skills Required:



•Experienced and strong skills in software platforms and application development

•Experienced in designing and developing applications in C++ (Objective C knowledge is a big plus)

•Able to rapidly acquire working knowledge of unfamiliar technologies and become a knowledge multiplier in the team.

•Soft Skills: Good communication, teamwork, team building skills. Fluent in English. Effective verbal and written communication skills.



Optional Skills Required:



•Development experience on Mac OS using Objective C.

Experience in designing rich client GUI or web browser client.



Qualifications:



Bachelors in Computer Science Engineering



Experience:



4+ yrs



Application Deadline: ASAP



About Avaya:



As global leaders in Enterprise Communication Systems, Applications and Services, Avaya Inc. is built on a tradition of promising growth, global exposure and a challenging environment to all employees. And of course, keeping our word. We employ over 16,000 professionals globally, who design, build and manage communication networks of over one million businesses worldwide.90% OF FORTUNE 500 COMPANIES ARE OUR CLIENTS. If you are excited about working in a performance driven environment which promotes creativity and learning, along with best-in-class remuneration in the industry, this is the place for you.

If you would have the requisite skills and would be interested, please drop a line to me at
"abahadur AT avaya.com"

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Opening at Avaya

Roles & Responsibilities:-

Technical Escalation Management:-

To partner with Avaya Global Support Services Organization (Tier-3), for technical resolution of the Customer’s Business problems. Primarily, highly focused on resolving customer issues in the most expeditious manner so that customer’s business returns to normal operations as quickly as possible - Ownership, Urgency & High professionalism.

o Partnering – partner closely with backbone management as a extended team member, understand team’s health and work with OM to understand the team needs and work on them

o Predictability – is of critical importance

o Dealing with ambiguity – lot of times, there isn’t every thing crystal clear, and expectation is to get over the issue and come out with clarity

Understand and appreciate expectation of key stakeholders like BP’s, CEM and CPE etc. Work towards building a sense of situational awareness among engineers and thereby differentiated delivery, as per differentiated expectations of customer segments.

Knowledge Management

Engagement with Product House/NPI team; Participation in train-the-trainer programs for new products and train BBE; Provide inputs to the management team on the skills/capabilities required for support readiness on new products. Resulting significant reduction in escalations & resolution times.

Write & Review Knowledge Articles, based upon leanings from Technical Resolutions & Lab Simulations.

Subject Metric Expert

Be the lead-skilled engineer on latest technologies within the product suite. Contribute to reducing product exceptions, work with product managers on beta trials & share findings in product enhancements.

o Up skilling – while there is every intent for the organization to invest in learning development, DDEs are expected to do self-learning, simulation, and put the pieces together. This is implicit as DDEs are expected to be exposed to different customer situations, escalations etc

Organization Level Programs

Process Improvement- Contribution to Process Improvement efforts, Lab Readiness, monitoring effectively of Lab usage etc.

Higher Right Skill -Contribute to Recruitment activities; serve as the final level of technical interviewer in the hiring process.

Customer Champion:-Suggest corrective actions based on RCA of customer complaints/ Transaction Survey Analysis. Be a technical champion for top customers

Switch Technical Skill Requirements -Avaya background

Experience:- Minimum 4 to 6 years of hands-on experience on following

Avaya’s Enterprise Voice & Contact Center Technologies.

Mandatory

Telecom Basic:-

Strong knowledge of Traditional Telephony & Latest VOIP Protocols

Loop / Ground Start, E & M, ISDN / QSIG, H.323 / H.248, SIP etc.

Installation, Upgrades & Migration

Avaya Definity Servers (G3R / Si) & Media Servers / Gateways (S8xxx)

CM Features & Call Center :-

Conceptual knowledge of Avaya & 3^rd Party products related to call-center

Knowledge on CM Call Center & / Enterprise PBX features.

Desirable

Adjunct:-

Use & knowledge Integration with Adjunct applications

CMS / BCMS, PDS, IC, CTI AES /, IVR, Loggers

Operating System:-

Good Knowledge about Editing & Search commands in UNIX / LINUX

Data Networks:-

Understanding of Switching/routing on data networks

DHCP, SNMP, NTP server etc.

Troubleshooting Skills:-

On call routing- AAR / ARS, UDP etc.

Connectivity issue, Call drop issue, voice quality issues.

PN connectivity includes CSS / SNI / Fiber / EI boards.

Use of Troubleshooting tools like, MST traces, ECS logs, Sniffers etc.

Location: Hyderabad / Pune

Experience: 4 – 6 years

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Check www.avaya.com for contact details.

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