Enterprise Voice Client Technical Lead- Collaboration Managed Services Team (Seattle or Charlotte)

Avanade helps customers realize results in a digital world through business technology solutions and managed services that combine insight, innovation and expertise focused on Microsoft® technologies. Our people have helped thousands of organizations in all industries improve business agility, employee productivity and customer loyalty. Avanade combines the collective business, technical and industry expertise of its worldwide network of experts with the rigor of an industrialized delivery model to provide high quality solutions using proven and emerging technologies with flexible deployment models-on premises, cloud-based or outsourced. Avanade, which is majority owned by Accenture, was founded in 2000 by Accenture LLP and Microsoft Corporation and has 21,000 professionals in more than 20 countries. Additional information can be found at www.avanade.com.

CMS (Cloud Managed Services) is an emerging Service Line and one of the fastest growing business groups for Avanade globally. The CMS business focuses in many core sets of managed services: Azure, Exchange, Skype for Business, SharePoint, SQL, Active Directory and a variety of different MDM platforms. All of these managed services are set up as pre-defined packages with multiple add-on and deployment options and support from 2 different network operations centers.

Position Purpose

The Client Technology Lead will:

  • Responsible for client technical environment and processes
  • Be the primary client liaison for all client facing technical discussions including both reactive and proactive technical solutions
  • Problem Management: Be responsible for tracking outstanding problems resulting from alert trending analysis, client reported problems and incident based problems
  • Change Management: Act as the change manager for the services being delivered to the client
  • Be responsible for capacity management of the services being delivered to the Client
  • Be responsible for driving the root cause analysis process for major incident that impact the Client
  • Participate in the Client service reviews

Years of Experience: 5+ years of experience with OCS/Lync and Skype for Business, in a support or consulting role.

Education: Minimum bachelor's degree preferably in Computer Science or Information Systems. Will consider related field (or equivalent) experience.

Certifications: Microsoft certifications like MCSE, MASTERS etc. 3rd party certifications such as Security+, CISSP, ITIL, etc.



Technical Experience

Training/working experience in three of the following technologies, as well as strong acumen in the others:
    • Skype for Business
    • Enterprise Voice
    • Lync
    • OCS
    • SQL
    • Windows Server 2012, 2012 R2 and 2016
    • Knowledge of PowerShell scripting language is a plus
    • Load Balancers, network gateways, switches and firewalls
    • VPNs, SIP Trunking, Voice over IP (VOIP), QoS
    • Voice Gateways, Sessions Border Controllers, SIP protocol and Survivable Branch Appliances
    • Knowledge of Unified Communications monitoring and diagnostic solutions like Nectar or Microsoft CQD
    • Working Experience as a Systems Engineer (or equivalent).
    • Active Directory and DNS

Required Certifications:
  • MSCE

Key Responsibilities:
  • The Client Technology Lead role has the following responsibilities:
    • Maintain ownership of the Client's technical environment
      • Maintain accurate technical documentation of the services managed by CMS
      • Maintain the patching level of the servers and equipment managed by CMS
      • Act as the Change Manager for the servers and equipment managed by CMS
    • Own the Problem Management process for the servers and equipment managed for the Client
      • Chart and track the capacity and usage of the service
      • Perform alert and incident trending
      • Perform health checks
      • Drive the root cause analysis process for major incidents impacting the Client's service
    • Become the trusted technical advisor to the Client
      • Be the subject matter expert on the technical service managed for the Client
      • Remain current on supported products by maintaining certification on new product releases
    • Communicate technical issues to key client and internal stakeholders from the operational level through executive leadership and provide detailed reviews of service disruptions, metrics, SLAs.
    • Work collaboratively with other Client Technical Leads as well as other internal CMS teams sharing lessons learned and solution to outstanding problems.
    • Plan and forecast to anticipate client needs and minimize service disruptions
    • Develop operational and leadership level relationships within existing and new accounts
    • Support client business changes while maintaining service levels and minimizing risk
    • Work with the customers on operational and tactical issues such as establishing change windows
    • Be involved in the change management process of the customer's environment to ensure success and service uptime.
    • Be the voice of the customer and work with internal CMS resources to ensure that the customer's SLA's are met.
    • Raise internal awareness of customer impacting issues, and drive the response and resolution.
    • Champion and advocate for customer requirements within CMS.
    • Participate in customer requested meetings (onsite or via phone).
    • Be available outside of business hours to help coordinate handling of urgent issues as needed.
  • Improves system and service performance consistently over the life-cycle of the client relationship using standard, consistent, globally applied methods

Scope of Work:
  • The working location Seattle/Charlotte; travel to customer locations will be required, including occasional travel to our global delivery centers.
  • Some out of hours working may be required to support service issues and global customers.

Accountability and Metrics:
  • Consistent Delivery for assigned client engagements as per contract
  • Customer Satisfaction
  • Cost of Poor Quality (ODE CCI (Sold Margin) vs. Delivered CCI (Delivered Margin)
  • Meeting Service Level Agreements

Avanade® Is An Equal Opportunity Employer. Avanade prohibits discrimination and harassment against any employee or applicant for employment because of race, color, age, religion, sex, national origin, gender identity or expression, sexual orientation, disability, veteran, military or marital status, genetic information or any other protected status

Additional Area, Region or Service Line specific requirements:

Requisition ID - 51727

Avanade is the leading provider of innovative digital and cloud-enabling services, business solutions and design-led experiences, delivered through the power of people and the Microsoft ecosystem. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation and has 30,000 professionals in 24 countries. Visit us at www.avanade.com.

Meet Some of Avanade's Employees

Joshua C.

Manager, Experience Design

Joshua guides and supports Avanade’s junior employees in their paths to create exceptional experience designs for company clients—while also working with clients and stakeholders himself.

Beth H.

Executive, Delivery Management

Beth oversees all delivery projects within a region for Avanade, ensuring that project teams have the tools and resources they need to achieve total client satisfaction.

Back to top