Field Engineer - Avaya; Connecticut

Position: Field Engineer - Avaya (Connecticut)
Field Engineer - Avaya (Connecticut)

Company Overview

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world's leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.

We value our people-their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We're all on the same page... even though we may get there from different perspectives. All in all, it's a pretty cool place to be and we're growing our global team of engineers, sales professionals, and creative souls.

Position Summary

The Avaya Field Engineer plays a critical role in ensuring the successful execution of Managed Services support contracts and technical projects for implementation and upgrades, primarily involving on-site installations, maintenance, troubleshooting, and customer support of Avaya telephony and Contact Center solutions. This position requires a combination of technical expertise, problem-solving skills, and excellent communication abilities to deliver high-quality services and maintain client satisfaction.

The Field Engineer works in diverse environments, collaborating with cross-functional teams and providing technical solutions in the field.

Key Responsibilities

On-Site Installation and Deployment:

• Travel to client locations throughout the state of CT to install, configure, and commission Avaya systems, equipment, or solutions.
• Collaborate with project managers and clients to understand project requirements and ensure accurate implementation.

Technical Troubleshooting and Support:

• Diagnose and resolve technical issues on-site related to Avaya solutions, ensuring minimal downtime for clients.
• Provide field support for incident management, troubleshooting and parts replacement on Avaya legacy and current platforms
• Provide expert-level support for hardware, software, and network-related problems inherent to or integrated with Avaya solutions.

Preventive Maintenance:

• Perform routine maintenance activities to ensure the optimal functioning of Avaya systems and equipment.
• Conduct inspections, tests, and updates to identify and address potential issues before they escalate.

Client Communication:

• Act as a primary point of contact for clients, fostering strong professional relationships.
• Communicate technical information effectively to non-technical stakeholders, ensuring understanding and alignment.

Documentation and Reporting:

• Create and maintain detailed documentation, including installation procedures, troubleshooting guides, and technical reports.
• Generate accurate and comprehensive reports on completed tasks, technical issues, and solutions provided.

Collaboration and Training:

• Collaborate with internal teams, including engineering, sales, and support, to share insights and improve overall service quality.
• Train clients and end-users on the proper use and maintenance of systems and equipment.

Continuous Learning:

• Stay up-to-date with industry trends, new technologies, and best practices to enhance technical knowledge and skills.
• Apply new knowledge to improve service delivery and efficiency.

Safety and Compliance:

• Adhere to safety protocols and guidelines while working in various environments, including hazardous or restricted areas.
• Ensure compliance with relevant regulations and standards in the field.

Qualifications

• Minimum of 5 years of proven experience in Avaya-based field engineering working on projects and support. 10+ years preferred.
• Job experience either directly with Avaya or an Avaya certified business partner
• Avaya ACIS and/or ACSS certifications strongly preferred
• Experience with Opentext (AVST) Call Express voicemail strongly preferred
• Proficiency in troubleshooting and problem-solving techniques.
• Strong understanding of hardware, software, and network systems.
• Excellent communication skills, both written and verbal, for effective client interactions.
• Ability to adapt to changing environments, manage time effectively, and work independently.
• Willingness to travel extensively to client sites, often on short notice.
• Familiarity with Avaya industry-specific tools, software, and equipment.
• Ability to work nights and weekends as customer work requires and participate in an on-call rotation
• Certification in relevant technologies or systems is a plus.

Physical Requirements

• Sitting:
  Ability to be able to sit for long periods of time.
• Lifting:
  Ability to lift equipment and or tools up to 20 pounds.
• Manual dexterity:
  Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or…