your-next-role

New: Avaya Contract Engineer – Dublin

Title – Avaya Contract Engineer

Location – Dublin

Salary – Around €350-400 a day

Client – Our client is a Managed Services Provider in the telecommunications space.

Role – Our client has a requirement for an experienced Avaya Contract Engineer to do support and implementation work onsite for one of their clients.

Day to day responsibilities will be to manage operational requirements using the LanDesk service management tool within the ITIL service management framework.

Principal Accountabilities

  • Administration and management of the Avaya based Shared Telephony environment including adjunct systems such as call recording, CDR reporting, ACD reporting, UC applications.
  • Administration and management of Telephony MACs on Avaya Communication Manager.
  • Comply and adhere to key support processes.
  • Plan, develop, install and maintain the supported environment.
  • Design and Implementation of product enhancements to the Shared Telephony Environment.
  • Troubleshooting and problem resolution of the telephony environment.
  • Managing administrative duties, including ticket management and process documentation, effectively and in a proactive way.
    Advise on tools, best practices and methodologies.
    Comply and adhere to all support processes.
  • Develop and maintain support documentation in accordance with company standards.

Knowledge, Skills & Experience

  • Strong knowledge of Avaya Communication Manager 5/6 and Avaya Call Management System R16/R17
  • Knowledge of Avaya Session/System Manager, AES and call recording technologies.
  • Knowledge of voicemail systems and experience of supporting assorted adjunct systems integrated with Communication Manager.
  • Configuration and troubleshooting of ACD telephony call flows.
  • Experience of SIP trunks and Session Border Controllers.
  • Knowledge of ISDN, H.323 and SIP protocols.
  • Good knowledge of TCP/IP, DNS, DHCP
  • Experience working in an enterprise computing environment.
  • Working knowledge of Microsoft Operating Systems, Active Directory /DNS/TCPIP
  • Knowledge of customer service standards and procedures
  • Knowledge of ITIL processes and practices.
  • Knowledge of Project Management methodology
  • Demonstrable experience with pro-actively managing work and addressing and prioritising demands
  • Fluent in business English language – written and verbal
  • Experience managing workload and priorities without supervision, including an ability to balance multiple high priority requests

Knowledge and Experience of the following is desirable:

  • Cisco switches, routers and ASA firewalls
  • Configuration of VLANs and ACL’s in Cisco IOS and Nexus OS
  • Working knowledge of packet analyser tools for troubleshooting. eg: Wireshark
  • Checkpoint administration and configuration of VPN’s
  • Juniper SSL VPN
  • HP Network switches
  • McAfee IPS/IDS systems
  • RightFax

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

your-next-role

New: Avaya Engineer – Dublin

Title – Avaya Engineer

Location – Dublin

Salary – Competitive

Client – Our client is a Dublin based Managed Services Provider in the telecommunications industry.

Role – Our client has a requirement for a Senior Avaya Engineer to join the technical support team as consultant to customers and a mentor for the Tier 1 and 2 engineers. The senior engineer will be expected to have wide technical knowledge but also be able to be client facing and interact with customers.

Deliverables and Output

The below list is not exhaustive and may be amended during the role scoping and interview process:

  • Mentor the Tier 1 and Tier 2 engineers on a day to day basis
  • This is an office based role so you are required to be based in the Dublin office 5 days a week
  • Take calls that have been logged from the lower tiers to offer technical advice to customers
  • Take meetings with customers to advise and consult on products they need or products they need to upgrade

Experience

  • Experience of working in the telecommunications industry 5+ years
  • Experience of leading a team of engineers is strongly preferred
  • Extensive knowledge of Avaya products
  • Must have Excel and other Microsoft applications knowledge

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

New: Senior (Tier 3) Avaya Engineer – London

Job Title – Senior (Tier 3) Engineer

Salary – £65,000 (Depending on experience)

Benefits – Contributory pension, private healthcare, death in service, pence per mile.

Role Overview
Following a record business performance in financial year 14/15, our client is investing in all areas of the business to support continued growth.

As part of this growth there is now a requirement for a Senior Avaya Engineer to join the technical support team as consultants to customers and a mentor for the Tier 1 and 2 engineers. The senior engineer will be expected to have wide technical knowledge but also be able to be client facing and interact with customers.

Deliverables and Output
The below list is not exhaustive and may be amended during the role scoping and interview process:

  • Mentor the Tier 1 and Tier 2 engineers on a day to day basi
  • This is an office based role so you are required to be based in the London office 5 days a week
  • Take calls that have been logged from the lower tiers to offer technical advice to customers
  • Take meetings with customers to advise and consult on products they need or products they need to upgrade

Experience

  • Educated to A- level or equivalent
  • Experience of working in the telecommunications industry 10+ years
  • Experience of leading a team of engineers is strongly preferred
  • Extensive knowledge of Avaya products
  • Must have Excel and other Microsoft applications knowledge

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

New: Avaya Pre-Sales Consultant – South of England or Midlands

Title – Avaya Pre-Sales Consultant

Location – Flexible, Ideally South of England or Midlands

Salary – Up to £50k basic + benefits & bonus

Client – Our client is a leading Avaya SI and MSP, delivering seamless communications solutions to clients across the UK, Ireland and globally.

The Role – The Presales Consultant’s primary role is to take responsibility for the overall design of customer solutions and provide a trusted advisor relationship to key accounts. It is vital for the presales consultant to retain ownership of the solution design during the customer engagement phase working alongside the account manager to finalise the customer proposal.

Other Key Responsibilities:

  • To design innovative technology solutions that meet the business demands of the customer and to enhance manufacturer recommended best practices by assisting to develop our client’s best practices and design guidelines to form proven, tightly integrated solutions.
  • To carry out pre-sales design activities including but not limited to, requirements gathering/analysis, high level design outline, bill of materials, technology demonstrations, presentations, schematics, scope of work documentation and to assist the sales team with the production of proposals and bid responses.
  • To analyse and understand the business applications in use and identify where communications enablement of these could add value to a customer by increasing productivity, removing inefficiency and driving down costs.
  • To assist the sales team in
    generating revenue and increasing margin levels set by the business.

The presales consultant must be an accomplished presenter and demonstrator who is
comfortable presenting and demonstrating technology at senior management level
and to large customer audiences. The quality of all presentation material and
documentation produced must be of high level.

Main Tasks:

Pre-Sales:

  • Customer requirements gathering and analysis
  • High Level solutions design for small or medium projects
  • Presentations
  • Technology demonstrations
  • Technical ownership of bid responses
  • Production of proposal / work order technical documentation, schematics, bill of materials etc.
  • Responding to RFP, ITT & RFI requests

Post-Sales:

  • Provide support to the Project Management and professional services team during the project kick off cycle.
  • Act as customer liaison for future requirements

Required Skills:

A thorough data communication TCP/IP Suite of Protocols, Telecoms, Contact Centre and business application knowledge is required. Multi-vendor product knowledge is desirable in order to offer a true “Trusted Advisor” consultancy service. A high Microsoft Visio and Office suite competency is also essential.

An advanced understanding of the following technology area is required:

  • Avaya Unified Communications in an enterprise architecture model and preferably a certified voice professional (APDS – UC)

An intermediate understanding of one of the following technology area is very desirable:

  • A good understanding of TCP/IP, OSPF, MPLS, Switching, Routing.
  • Networking technologies; LAN, WAN, WLAN, Firewall, etc.
  • IP Telephony Protocols (SIP, H323 etc)

Any understanding of the following technology areas would also be advantageous:

  • Legacy Nortel solutions; CS1000, Meridian, CallPilot, Symposium, Contact Centre (AML/MLS)
  • Avaya Contact centre in an enterprise architecture model and preferably a certified contact centre professional (APDS)
  • Call recording and workforce management solutions applications, preferably Avaya WFO or Verint
  • Virtualisation, experience with VMware systems and software a plus

Desired Skills and Experience

A good knowledge in a small number of specific product areas or vendors is required, predominantly the Nortel CS1000 solution. A good level of understanding of typical design tools such as Avaya Enterprise Configurator (EC), Avaya Solution Designer (ASD), Microsoft Visio and Office suite is also desirable.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

New: Senior Avaya Engineer Needed, London

Job Title – Senior (Tier 3) Engineer

Salary – £65,000 (Depending on experience)

Location – London

Benefits – Contributory pension, private healthcare, death in service, pence per mile.

Role Overview

Following a record business performance in financial year 14/15, our client is investing in all areas of the business to support continued growth.

As part of this growth there is now a requirement for a Senior Avaya Engineer to join the technical support team as consultants to customers and a mentor for the Tier 1 and 2 engineers. The senior engineer will be expected to have wide technical knowledge but also be able to be client facing and interact with customers.

Deliverables and Output

The below list is not exhaustive and may be amended during the role scoping and interview process:

  • Mentor the Tier 1 and Tier 2 engineers on a day to day basis
  • This is an office based role so you are required to be based in the London office 5 days a week
  • Take calls that have been logged from the lower tiers to offer technical advice to customers
  • Take meetings with customers to advise and consult on products they need or products they need to upgrade

Experience

  • Educated to A- level or equivalent
  • Experience of working in the telecommunications industry 10+ years
  • Experience of leading a team of engineers is strongly preferred
  • Extensive knowledge of Avaya products
  • Must have Excel and other Microsoft applications knowledge

Senior AVAYA Support Engineer – New York

Title – Senior AVAYA Support Engineer

Location – Lower Manhattan, New York City

Salary – $120,000

Client – Our client is a UK based Unified Communications specialist and AVAYA platinum partner.

The Role – Our client is looking for a Senior AVAYA Support Engineer to work on-site with one of their US-based clients, a global leader in Information Technology. The Senior AVAYA Support Engineer will be primarily responsible for supporting the client’s contact centre function.

Contact Centre Support Technician (New York Based) Responsibilities:

  • Execute voice and contact center infrastructure implementation / deployment projects.
  • Participate in technical discussions with other internal teams and external vendors.
  • Gather requirements from business teams who want to expand current call centres or build out new call centres.
  • Assist in troubleshooting and resolving escalations and outages.
  • Vet and implement configuration changes.
  • Maintain lab systems.
  • Programming of call flows, VDNs (Virtual Directory Number), Vectors, CMS (Call Management Server) reports etc.

Required Skills:

  • 3+ years’ experience in design, implementation, deployment, and/or technical support of voice infrastructure and networks
  • Hands-on experience with one or more Avaya systems such as 96xx phones (H.323 and SIP), Communication Manager, Gateways, Session Manager, System Manager, Experience Portal / Voice Portal, WebLM, Enterprise SBC (Sipera)
  • Proficiency in VoIP protocols such as SIP/RTP and using packet sniffers
  • Basic Linux skills
  • Good written and oral communications in English
  • Resourceful, can identify solutions to obstacles and keep projects moving forward
  • Ability to quickly adapt to changing need, infrastructure, and evolving business processes.
  • Ability to work closely with the user community, interprets issues, understand requirements, and rapidly deploy solutions.
  • Ability to work closely with cross-functional teams, including application development teams and functional leads.
  • Ability to work directly with end users on issue resolution, and process development

Desired Skills (Hands-on experience and working knowledge in at least two of the following):

  • Contact center systems and components
  • Datacenter environments and deployments
  • Avaya CMS, AES, EDP
  • Audiocodes Mediant Gateways
  • Oracle/Acme SBCs
  • Data networking (TCP/IP, MPLS, routing protocols)
  • Voice and/or networking security
  • Network and system monitoring
  • Troubleshooting telephony and networking issues
  • Unit, system, integration, or interoperability testing
  • Scripting/automation
  • Databases
  • Computer Telephony Integration programming/app.designing

General Requirements:

  • Service Hours: Engineer will be required to cover business hours Monday – Friday with occasional out of hours and travel requirements.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Senior Avaya Specialist – Milton Keynes

Title – Senior Avaya Specialist

Location – Milton Keynes

Salary – £60,000 + Benefits and Bonus

Client – Our client is one of the leading UC and contact centre specialists in the UK.

The Role – The Senior Avaya Specialist will be the Team Lead and the primary escalation response point for 2nd and 3rd level incidents, changes and service requests. As the Senior Avaya Specialist in the team, a substantial technical knowledge and understanding of Avaya core products is essential. Additionally, experience with 3rd tier support is necessary. A broader understanding of call recording and SIP knowledge is important, but not essential. The Key Performance Areas for the role can be found below:

Service Delivery Support:

  • Provides 2nd and 3rd level support to all related incidents, changes and service requests.
  • Performs troubleshooting and technical fault diagnosis, proposes and implements efficient and effective resolutions.
  • Escalates when required.
  • Ensures that contractual SLA’s are met.
  • Understands and imposes third party\vendors’ and\or suppliers’ SLA to ensure clients’ SLA’s met
  • Ensures that the Operations are supported in a standardized and consistent manner

Governance:

  • Maintain security in accordance with PCI\Global standards.
  • Drives ITIL and best practice adherence across the stream.
  • Completes security risk assessments where appropriate
  • Provides reports for both clients and technology management as required
  • Constantly reviews architecture and client infrastructure and proactively recommends and implements changes to enhance performance. This ensures targets are met and client experience is exceptional.
  • Works with the security stream to ensure PCI compliance at all times. This includes ensuring all PCI\security related tasks are scheduled and completed within the required timeframes.

Professional Services Support:

  • Provides input to Statement of work for relevant technology\service.
  • Evaluates, assesses and provides input to the design and scoping process.
  • Researches technologies and attends vendor product update seminars where required.
  • Develops technical specifications and provides input to the low level design as and when required.
  • Supports demonstrations to clients of functionality and ensures demonstration environment is configured and ready for demonstrations to clients.
  • Provides input to operational documentation and provides subsequent support and training for users if necessary.

Service Improvement:

  • Maintains respective technology\systems\services at optimum level by regular revision upgrades etc.
  • Conducts continual improvement studies within the environment and ensures understanding of all relevant new product technologies and solutions that might provide enhanced service or functionality.
  • Effectively manages and improves internal and external customer relations.

Team Leadership:

  • Manages more junior engineers, Coaches’ team members to ensure quality service delivery.
  • Develops more junior engineers to ensure SLA are achieved.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Business Development Director – Healthcare, Home Based

Title – Business Development Director – Healthcare

Location – Home Based

Salary – £125,000 OTE + £5,000 car allowance

Client – Our client is a large mid-size Systems Integrator with offices across the UK.

Role – The Business Development Director is a member of the Sales team working under the direction of the Head of Healthcare to ensure outstanding sales to prospective UK Public Sector NHS accounts (Predominately NHS Foundation Trusts, Mental Health Trusts, Community Health Trusts and Ambulance Trusts).

The purpose of this role is to achieve target by creating / closing new business opportunities into the UK NHS Market place and to consistently exceed target month on month.

Responsibilities:

  • Annual Year 1 Gross Profit Target (£725,000)
  • Primary focus will be selling a mix of the following Cloud based and on-premise Managed Service offerings: Unified Communications and IP Telephony, Enterprise Mobility, Contact Centre Management Outsourcing, Video Conferencing and Patient Entertainment Systems.

Key  Accountabilities:

  • Generate sufficient new business to ensure sales targets are met as a minimum
  • Hit first year Gross Profit target
  • Attend customer meetings
  • Grow a sustainable pipeline equating to 3 x annual target
  • Develop a clear understanding of the client’s range of services, in-line with overall business objectives
  • Demonstrate an understanding of the type of business relationships our client wants to establish
  • Assess and research the suitability of potential leads allocated from any source in consultation with the Head of Healthcare prior to pursuing
  • Investigate nature of business of potential customers
  • Establish relationships with suppliers to facilitate the overall provision of services to customers
  • Maintain accurate records, using CRM, for forecasting purposes to facilitate on-target revenue generation

Key Challenges:

  • Delivery of Gross Profit in agreed business areas
  • Development and maintenance of accurate and suitably sized pipeline
  • Developing a thorough understanding of our client’s business and internal processes

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

 

Product Marketing Manager, Up to £50k + benefits – London

Job title -Product Marketing Manager

Location – London

Salary – Up to £50k + benefits

Client – Ingenio’s client is the market leader in Payments Performance Management. Over 1,000 enterprises, including many of the world’s largest financial institutions, rely on our clients product to monitor 100s of millions of transactions daily. Ingenio have been retained by our client to source an exceptional Product Marketing Manager to join their growing team in central London. Our client provides real time, fault tolerant management for business critical computer systems and VoIP systems. Our client makes sure that these systems are at their best and predict vulnerabilities before they arise.

Role Overview – The Product Marketing Manager must have a unique skillset required to bring technical capabilities to market in a way that delivers unique business value and differentiated positioning. The ideal Product Marketing Manager will have a broad understanding of the Payments market, but more importantly you understand how product marketing plays a critical role in articulating market / customer problems combined with solution messaging, positioning and launch.

Core Responsibilities:

Go To Market

  • Responsible for all aspects of Go To Market activities including identifying innovation around existing products, identifying market problems, and identifying customer/prospect problems. Also, build messaging/USPs, define demo scenarios, and coordinate product launches including development of commercial strategy for senior leadership approval.

Sales Enablement & Competition

  • Define, coordinate and create sales & partner enablement collateral. Own competitive intelligence / analysis process and fully understand competitor landscape across relevant market verticals.

Product

  • Identify market and customer problems (12-month horizon) to satisfy current revenue opportunities and provide guidance as to new solutions / functional areas.

Evangelism

  • Evangelize the product, USPs, and roadmap internally and externally. Conduct analyst inquiries and briefings. Be the spokesperson for our client and their offering.

Required skills or experience:

  • 3 to 5 years of software product marketing experience with at least 1.5 years experience in a field facing role
  • 3+ years payments marketing experience a plus but not required
  • Expert knowledge of the payments domain a plus but not required
  • Bachelor’s degree or equivalent experience
  • Very strong written communication skills
  • Excellent people and management skills to interact with staff, colleagues and cross-functional teams, and third parties.
  • Helpful if comfortable with social media and community participation
  • Up to 25% travel to support sales efforts and industry events

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

WFO Presales Specialist

Our client a specialist Systems Integrator focused on delivering exceptional customer contact strategies, applications and solutions. As their business grows in the UK, and internationally, you will join their business as a Workforce Optimisation Presales Specialist, assisting prospects and clients in the discovery and design phase.

Role overview You will design fit-for-purpose Workforce Management (WFM) and Workforce Optimisation (WFO) solutions for clients. You will be part of a brilliant team of technical experts to design integrated UC and Contact Centre solutions. You will help and assist commercial salespeople with technical expertise throughout the sales cycle, and will demonstrate Sabio’s WFO capability and thought leadership in the marketplace.

Responsibilities Commercial & Product Ownership

  • Responsible for providing the sales team with the necessary specialist expertise to enable them to sell Verint and Avaya Workforce Optimisation solutions
  • Ownership of the WFO project and support targets (net new project and support business)
  • Responsible for working with the business stakeholders to define additions and extensions to the WFO portfolio in order to ensure the proposition is relevant and compelling.
  • Responsible for delivering the agreed propositions to market and their associated commercial targets.

Core Presales Skills

  • Responsible for pricing WFO business
  • Responsible for ensuring project and support risk is managed
  • Responsible for the accurate production of Statements of Work which define the contractual scope of the solution.
  • Works with internal WFO delivery team to ensure accurate project scoping and expectation setting.
  • Act as the subject matter expert for appropriate product related enquiries.

Marketing:

  • Support marketing with knowledge and materials to define the go-to-market strategy, helping them understand the product positioning, key benefits, and target customer.
  • Attend customer events in person or virtually to create the excitement for the product area – specifically with our association to the Professional Planning Forum.
  • Ability to support client relationships at a senior level to promote business benefits.

Desirable skills or experience:

  • Prior knowledge of Verint V7.8 – V11.1 WFO technology and Avaya WFO R10 – R12

Required skills or experience:

    • Strong pre-sales and commercial sales skills
    • Has strong experience of designing WFO solutions including;
    • Professional services for new systems and upgrades
    • Technology design for new systems and upgrades
    • Must possess a blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality.
    • Tenacity to seek a business and customer win / win solution
    • Comfortable working independently, requiring guidance in only the most complex situations.
    • Advanced problem solving skills
    • Strong customer service awareness
    • Technically accredited within network services discipline
    • Passion and drive for change
    • Continually seek methods to standardise and streamline sales and implementation processes driving these through to realise greater business efficiency
    • Possesses key characteristics associated with team work
    • Previously driven by metric and KPI’s
    • Creative ability to produce high quality content for marketing material
    • Excellent communication and documentation skills
    • Ability to co-ordinate a remote virtual team
    • Flexibility both in approach and availability
    • Communication: explains requirements/deliverables to a variety of audiences and ensures meaning is understood

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!