What does an Avaya specialist do?
An Avaya specialist maintains and supports specific Avaya communication products within a partner organization. This role focuses on resolving technical issues through structured diagnostics before escalating complex problems to the vendor’s Tier III support team. The specialist acts as the primary technical contact for supported systems, ensuring that troubleshooting steps are documented thoroughly according to certification standards.
- Diagnose and resolve technical faults in supported Avaya products using training materials and diagnostic tools available through the partner Support Operations Center. The specialist identifies root causes for connectivity, configuration, or performance issues and applies fixes directly when possible.
- Document all troubleshooting steps and diagnostic results in the Partner Case Diagnostic Template when local resolution fails. This detailed record includes error logs, configuration snapshots, and attempted fixes to justify escalation to Avaya Backbone Tier III support.
- Escalate unresolved technical issues to Avaya Backbone Tier III support after exhausting local diagnostic options. The specialist submits the completed Partner Case Diagnostic Template along with the service request to ensure the vendor receives complete context for advanced troubleshooting.
How to hire an Avaya specialist on Upwork
Step 1: Post a job
Define your need for certified support of specific Avaya products and escalation workflows. Use the Job Post Generator powered by Uma™, Upwork's Mindful AI to draft a precise description in seconds. Describe your requirements in a few sentences, and Uma creates a structured post for this role. You can write a new post, update a saved draft, or reuse an existing one.
- Specify which Avaya products the freelancer must maintain and support through your operations center.
- Require current Avaya Certified Specialist credentials to verify training and diagnostic competence.
- List the exact escalation path to Avaya Backbone Tier III for unresolved technical issues.
Step 2: Evaluate candidates
Look for documented experience with partner support centers and formal diagnostic templates. Uma runs instant video interviews and builds shortlists with side-by-side comparisons to speed up your review.
- Check work history for completed troubleshooting cases that resulted in valid service requests.
- Verify that the candidate submits Partner Case Diagnostic Templates with clear diagnostic results.
- Confirm the freelancer escalates complex problems to Tier III only after local resolution attempts fail.
Step 3: Interview your top choices
Discuss their process for maintaining supported products and handling escalations. Schedule and conduct interviews within Upwork Messages to receive an immediate transcript and summary after each session.
- Ask how they document diagnostic steps before escalating a trouble ticket to Avaya Backbone.
- Request examples of resolved support issues from their previous partner operations center roles.
- Clarify their familiarity with the specific Avaya training modules relevant to your product stack.
Step 4: Agree on scope and begin work
Set clear milestones for product maintenance and case resolution volumes. Use Upwork Messages and the contract workroom for communication and project management, plus identity verification, payment protection, hourly tracking, and project funds for security.
- Define the weekly volume of support tickets the specialist must address via your operations center.
- Establish a protocol for submitting diagnostic templates when escalating issues to Tier III support.
- Set hourly rates between $8-$20/hr based on the complexity of the Avaya products involved.
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