Engineer

• Become a tech SME for our flagship product family of OpenScape First Response call handling systems.
• Analyze customer problems & service requests and resolve them within agreed service levels.
• Use troubleshooting/debugging techniques and tools to analyze technical problems.
• Collect data and engage L3 engineering team(s) for issues that need deeper troubleshooting or escalation to development teams.
• Contribute to APS’ knowledge base, by creating knowledge articles wherever needed.
• Provide feedback to the L3 team regarding product feature enhancements.
• Provide test cases to the test team.
• Create wikis, blogs, tech-notes, technical trainings, and webcasts for educating peers, customers, and business partners.

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