Technical Design Authority – Avaya UC/CC

Technical Design Authority – Avaya UC/CC

 

JOB TITLE:               Technical Design Authority – Avaya UC/CC

DEPARTMENT:         Presales

REPORTING TO:      Principal Technical Design Authority

LOCATION:             Flexible – Ideally South of England or Midlands

 

Summary of Role:

Maintel is a leading independent provider of Unified Communications, Contact Centre, Voice, Mobile and Data solutions. With more than 20 years’ experience, Maintel specialises in combining technologies from leading vendors and carriers with the skills of our experts to provide complete end-to-end solutions to our clients.

Supporting 10,000 customer sites, both in our home markets in the UK and Ireland, as well as Europe and globally with our partners.

Maintel provides complete solutions across voice, data and mobile, supported by highly skilled staff in specialist areas throughout the design, implementation and support process. Our people are what make us different; we have developed a reputation as experts in our fields of operation and have a proven track record in consistently delivering solutions that surpass requirements and exceed expectations.

Job Description:

The Technical Design Authority'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 Technical Design Authority to retain ownership of the design and support the project management and implementation teams in the delivery of the solution through to customer acceptance.

To design innovative technology solutions that meet the business demands of the customer and to enhance manufacturer recommended best practices by assisting to develop Maintel best practices and design guidelines that cross multiple vendors 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 works 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 Technical Design Authority must be an accomplished presenter and demonstrator who is comfortable presenting and demonstrating technology at board level and to large customer audiences. The quality of all presentation material and documentation produced must be of an extremely high level.

At Maintel we pride ourselves on the quality of our technical documentation. The Technical Design Authority is responsible for the creation of detailed design documentation (low level design) for large and/or complex projects. It is important that the documentation is accurate and highly presentable. The Technical Design Authority needs to works closely with the engineering teams to ensure that the solution delivered meets and exceeds customer expectations.

Main Tasks:

Pre-Sales:

  • Customer requirements gathering and analysis
  • High Level solutions design
  • Presentations
  • Technology demonstrations
  • Technical ownership of bid responses with significant projected spend levels
  • Production of proposal / scope of works technical documentation, schematics, bill of materials etc.
  • Responding to RFP, ITT & RFI requests

 Post-Sales:

  • Ownership of solution design for large projects
  • Production of low level detailed design documentation
  • Ensure customer satisfaction and completeness of vision delivered
  • Provide support to the Project Management and Implementation teams
  • Act as customer liaison for the solution design

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) – Primary product areas: Aura, Communication Manager, System Manager, Session Manager, Application Enablement Services, Presence Services, Aura Conferencing, Scopia
  • Avaya Contact centre in an enterprise architecture model and preferably a certified contact centre professional (APDS) – Primary product areas: Call Centre Elite, Elite Multi-Channel, CMS, Experience Portal.

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

  • Call recording and workforce management solutions applications, preferably Avaya WFO or Verint

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

  • Legacy Nortel solutions; CS1000, Meridian, CallPilot, Symposium, Contact Centre (AML/MLS)
  • Avaya Aura Contact Center
  • PCI-DSS Understanding
  • Networking technologies; LAN, WAN, WLAN, Firewall, etc.
  • Virtualisation, experience with VMware systems and software a plus
  • A good understanding of TCP/IP, OSPF, MPLS, Switching, Routing.
  • IP Telephony Protocols (SIP, H323 etc)

Certifications:

Ideally the Technical Design Authority should hold certification within their areas of subject matter expertise.