Sabio Group

Senior Voice Engineer

To deliver technical support to a diverse customer portfolio of complex, multivendor, multichannel contact centres and business communication solutions. 

You will work as part of a centralised team providing advanced second and third line technical support to remediate service affecting incidents and to fulfil internal and external service requests. 

This role requires an individual who is technically advanced in a number of Avaya products and considered a technical authority in one or more products in the Avaya portfolio. 

The job holder is developing towards subject matter expertise across a specialised skill set within the Avaya product portfolio. You will be expected to apply your capabilities to deliver other existing and future support services as part of Sabio supports continual service improvement and development. 

You will be required to maintain a consistently high degree of customer focus applying you analytical and customer management skills to understand and meet customer expectations to maintain Sabio’s market leading CSAT. 

Key Responsibilities

  • Acts as a technical authority, coordinating complex technical investigations and support other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets.  
  • Inputs accurate and detailed information to all support management tools punctually to meet quality standards for service delivery. 
  • Conducts communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives 
  • Compose and implement Change Requests on customer and internal systems to meet change deliverables. 
  • Committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabio’s support services. 
  • Reviews and updates existing technical design documentation to support services delivery and to support the transition management process. 
  • Always seeks to identify more innovative ways of working that create increase in effectiveness. 

Skills Knowledge and Expertise

  • In depth knowledge of the following products., Avaya Aura Communication Manager, Session Border Controller, Session Manager and Avaya AES.
  • Previous exposure and solid capability in a 2nd line support role within a demanding and customer focussed environment
  • Analytical mind-set with logical and methodical approach to problem solving
  • Good working knowledge and understanding of ITIL specifically incident, problem and change management processes. 
  • Excellent spoken and written English; able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level
Desirable skills, experience & knowledge
  • High level understanding of other contact centre technologies such as Call Recording, Workforce Management tools and softphones
  • Understanding of VMware environments 
  • Understanding of basic networking fundamentals 
  • Understanding of Audiocodes gateways and SBCs 
  • Avaya accreditations would be advantageous 
  • High level understanding of Avaya communication manager administration. 

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Employment Type
Full Time

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Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio