Mark Rowe
Senior Enterprise Technical Support Engineer (Xcaas) @8x8
Signup · Get unlimited contacts
WORK HISTORY
Senior Enterprise Technical Support Engineer (Xcaas) @8x8
Key Responsibilities: Building strong relationships, identifying customer pain points, and aligning our solutions with their business needs.Providing exceptional application support, solving technical and configuration queries and regularly collaborating with internal stakeholders, such as account managers, customer success managers and many more to deliver a truly unified support experience.Own the end-to-end support for the enterprise customers and ensure high customer satisfaction.Collaborate with wider teams (such as professional services, NOC etc.) on route cause analysis, and proposal of preventive measures.Acting as an escalation point for junior team members and liaising and collaborating with engineering teams to resolve complex issues.Effectively build and manage partnerships with customers both internally and externally (sales, partners, end-users etc.)Engage the customer through multiple channels, like phone, chat and web, using case management tools like Salesforce and JiraCapture, structure, reuse and improve knowledge-based articlesKey Skills:Accomplished communicator, influencer, and leader, capable of engaging with customers, users, senior management, sales and peersHighly organised, adaptable and analytical thinker that thrives in a fast-paced, high-pressure environment, with the ability to diffuse hostile situations.Expertise in technical support with a strong customer focus and customer service-related experience with enterprise accounts.Expert knowledge and experience with IP and networking technologies. Knowledge of IP telephony (VoIP), Sessions Initiated Protocols (SIP), unified communications (UCaaS), call centre solutions (CCaaS), and CPaaS.
ABOUT MARK ROWE
A highly experienced confident customer focused cloud, VoIP telephony and contact centre technical support engineer, consultant and project manager with a wealth of knowledge gained in the telecommunications industry over thirty years. A solid background installing, maintaining, technical support and project delivery on a range of PABX, IP / SIP telephony servers, ACD, CTI, IVR, contact centre, media gateway and voice applications. Regular exposure to voice protocols SIP, H.248 (TDM), H.323 (VoIP) and audio codec QoS bandwidth planning on data links for projects.KEY TECHNICAL SKILLSAvaya Aura (Red) Telephony Products• Avaya Core Virtualised Infrastructure (Version 6.3), VMware Platform • Avaya Media (MBT) IP/SIP Server S8800• Avaya Communication Manager (Version 5.2 & 6.3)• Avaya System Manager (Version 6.3)• Avaya Session Manager (Version 6.3)• Avaya Application Enablement Server (Version 5.2 & 6.3)• Avaya SIP Enablement Server (Version 5.2)• Avaya Site Administrator (Version 5.2 & 6.3)• Avaya Aura Contact Center (Version 6.2 & 6.3)• Avaya Aura Orchestration Designer (Version 6.2 & 6.3) • Avaya Contact Recorder (Version 10 & 12)• Avaya Communication Messaging - Audix (Version 5.2)• Avaya Aura Messaging (Version 6.2)• Avaya G450/G430 Media GatewaySiemens Communications Telephony Products• HiPath Procenter Contact Center (Version 4 -7)• OpenScape Voice SIP Server (HiPath - Version 3)• HiPath 450 Voicemail• HiPath HiPath DX (Version 9)• Realitis DX (Version 6 - 8)• Realitis DX ACD (Version 6.3) • ISDX (Version 3.7 - 5.3)Telephony Products• Avaya Contact Center Express (Version 4.1)• Verint Impact 360 Call Recorder• Retell Call RecorderProject Management (Certified)• Prince2 (Foundation)Project Management (Alignment)• CAPM (5th Edition)• Agile (Practitioner)
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.