Technical Support Specialist

ICS Grade: E4
Experience: 7-9 Years
Role Overview
Lead technical validation, automation, and Release Management initiatives across complex Avaya UC and Contact Center environments. Provide technical leadership for major customer deployments, migrations, and operational improvement programs.
Core Responsibilities

• Lead complex validation, upgrade, migration, and release activities.
• Serve as the technical escalation point for critical UC/CC issues.
• Drive automation and operational efficiency initiatives.
• Mentor engineers and provide technical leadership across customer engagements.

Technical Skills
Avaya UC (Aura 8.x and Above): CM, SM, SMGR, AES, AADS, IX Messaging
Contact Center: AAEP, CMS, Verint WFO, Experience Portal
Enterprise Platforms: SBC, ESXi, KVM
Infrastructure & Automation: Linux, VMware ESXi, Python, Shell, PowerShell
Core Competencies: Technical Escalation, Health Check Automation, Migration & Validation Strategy, Cross-Platform Integration, Performance Optimization
Key Competencies

• Technical Leadership
• Advanced Problem Solving
• Automation & Continuous Improvement
• Customer & Stakeholder Management
• Mentoring & Knowledge Sharing