Derek Murphy Email & Phone Number

Carron, Gb

Carron, Gb

Glasgow, United Kingdom

This role involves the remote support of our customers core Avaya telephony estate as well as the Verint workforce optimisation suite (WFO). This role provides this support for over 100 customers globally. This ranges from smaller ACD sites up to a global customer with over 2000 seats. KEY RESPONSIBILITIESTake on assigned incidents understanding business impact and severity.Adhering to ITIL incident management throughout the troubleshooting of the incident to resolve the issue within agreed SLA.Support fellow team members and pass on previous experience/knowledge to assist in day to day incident management.Technologies supportedAvaya Communication ManagerAvaya IQAvaya CMSAvaya Modular Messaging / Avaya Aura MessagingAvaya Meeting ExchangeAvaya Proactive ContactAvaya Voice Portal / Avaya Aura Experience PortalApplication Enablement Services (AES)Avaya System Platform, System Manager, Session ManagerAvaya PDS and PG230Avaya Contact Centre Control Manager (ACCCM)Avaya Interaction Centre (AIC)Avaya Aura Contact Centre (AACC)Session Border Controller (SBC)Audix / Intuity MessagingAvaya/Verint WFM/Blue PumpkinForecasting & SchedulingCSCM Call RecordingACR Call RecordingUnifyAvaya/Verint Quality MonitoringBespoke applications designed in house.

Glasgow, United Kingdom

Employed as a Field Service Engineer this role involved the installation and maintenance of the Avaya Index, Avaya IP Office and Toshiba DK and CTX/CIX portfolio.Expert knowledge gained in the installation and maintenance of the Avaya IP Office and the Toshiba DK and CIX portfolios.Engaging customers post sale and agreeing the installation process and confirming programming of the solution to meet the needs of the business.All installations carried out in accordance with ISO 9001 guidelines.