Global Technical Support (Avaya Technologies)

Providence, Rhode Island, USA
24 May 2017
21 Jun 2017
Stefania Cook
Job function
Full Time
Contract Type

We are seeking a talented Technical Support Engineer to support our client's Contact Centre organisation.

To be considered you will need the following:

  • Eligible to work in the USA
  • One or more years of technical support experience with Contact Centre / work optimization platforms (Avaya knowledge is preferred )
  • Practical IT troubleshooting and optimization experience (windows and/or linux systems)
  • A few years of experience supporting typical office applications (Sharepoint, desktop suites, small websites, etc. etc.).
  • Exposure to data-centric environments (reporting skills, data aggregation & analysis, using data to identify problems and propose solutions/workarounds).
  • Customer service mindset
  • Ability to work well with others
  • Excellent verbal and written communication skills in English.
  • Project management
  • Positive & open attitude, desire to succeed and grow in the role.

You will have experience working with modern Contact centre infrastructure , excellent system troubleshooting skills, a service-oriented mindset, the ability to communicate effectively in English and are highly independent in your daily job.

Day to day duties:

The Contact Centre Tools & Technology specialist works in our client's Travel Operations office in The Unites States and you will be responsible to ensure smooth delivery of information systems across a global network of multi-channel contact centres.

As part of the Customer Experience Group technical team, this role occasionally involves carrying out maintenance tasks outside core hours to ensure business continuity , as well as occasional travels to Contact Centres sites abroad.


  • Providing technical support to agents, either in person or remotely
  • Monitoring core routing systems, propose improvements (within or without existing platform) interface with vendors & internal partners for system support and functional development.
  • Managing business continuity plans for the Contact Centre team (planning, provisioning and testing)
  • Managing operational questions and issues with key vendors/internal partners (equipment break/fix, voice quality problems, interaction flows routing, etc).
  • Development and support of internal and external tools

Please get in touch with your CV now if interested, client interviewing NOW!