Job Summary

The Voice Support Subject Matter Expert plays a critical role in ensuring the timely resolution of escalations and incidents within the Avaya Voice system. This position is pivotal in maintaining quality compliance with SLAs while driving customer satisfaction through proactive engagement and effective communication with key business stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents In The Avaya Voice System, Adhering To Agreed Slas And Quality Standards.
2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Team Performance And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Standards While Actively Participating In Capacity Planning For Voice Operations.
4. Actively Participate In Customer Meetings To Gather Feedback, Address Concerns, And Drive Positive Customer Satisfaction Related To Avaya Voice Services.
5. Conduct Thorough Validations Of Analyses, Such As Root Cause And Trend Analysis, And Prepare Performance Reports For Presentation To Key Business Stakeholders, Facilitating Informed Decision-Making.

Skill Requirements

1. Advanced Proficiency In Avaya Voice Technologies And Support Operations.
2. Strong Understanding Of Incident Management Processes And Sla Adherence.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
4. Solid Experience In Preparing Documentation And Sops To Support Operational Efficiencies.
5. Capability To Perform Detailed Analyses And Reporting Related To Voice Operations.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Avaya Certified Support Specialist (Optional But Valuable)