Functional Alignment Means Accountability at Every Level.
Your business benefits from the investment and commitment of the entire SPS Team. Each person involved in your project has the experience, proven competencies and training to empower your business. You work directly with the team delivering your solution and each team member is trained and certified in their specific areas of expertise. Depending on your business needs, the following SPS resources may be involved in your engagement:
Solution Design & Development
Day 2 Support & Operations
Account Executive
Your Account Executive helps you identify and solve strategic business challenges. This individual maintains responsibility for your account and can assist with all questions about products, pricing, and service plans.
Application Sales Consultant (ASC)
The ASC is a pre-sales resource who collaborates with you early in the sales process to define the overall architecture of a complex solution. An ASC specializes in call recording, video applications, contact center and unified communications.
Solutions Architect
The Solutions Architect is the customer-facing technical lead on large, strategic and complex enterprise opportunities for telephony, call center and unified communications solutions. The Solution Architect helps present and articulate the business value and ROI to the client’s managerial and technical audiences.
Systems Engineer
The Systems Engineer takes a lead role in designing technical solutions including complex cross-portfolio solutions. The Systems Engineer specializes in complex functionality and multi-vendor environments.
Converged Solutions Engineer (CSE)
A Converged Solutions Engineer (CSE) assists in the design, configuration and implementation of converged data networks. These highly skilled engineers specialize in Avaya VoIP application integration into LAN/WAN infrastructures. A CSE works to not only provide data design support, but also to assist customers in successfully fulfilling their role in preparing the data network.
Carrier Service Specialist (CSS)
The role of the CSS is to support Account Executives and TCSS with analysis and pricing of carrier service facilities (T-1, PRI, MPLS, SIP, etc.) through our current relationships with LEC and CLEC partners across the globe.
TotalCare Team
TotalCare Services Specialist (TCSS)
The Total Care Specialist works directly with your Account Executive to determine the SPS TotalCare strategy for enterprise accounts. The TCSS assists with pre-sale offer support, customer presentations and the TotalCare statement of work.
TotalCare Offer Management
The TotalCare Offer Management Team develops and manages the lifecycle of new and existing offers under the SPS TotalCare portfolio. This team routinely analyzes the SPS support offers to ensure we are in-line with your business needs.
TotalCare Deals Desk
The TotalCare Deals Desk provides overall project management, margin analysis, and SOW support for larger TotalCare clients. The Deals Desk works directly with the AE and TCSS and supports training and development within the Services Support Team.
Project Management Team
SPS deploys various certified and skilled resources to manage project-level engagements. The Project Manager (PM) is responsible for all aspects of basic engagement termed “projects.” Your PM works closely with you and is your point of contact regarding issues related to the project. For engagements of an extremely complex nature, or those involving third party applications or protracted timeframes, SPS may provide oversight management through our Program Management methodology. In this manner, additional important deliverables are provided to keep all parties informed and insure success.
Software Engineering Team
Software Associate (SA)
The SA’s primary role in a project engagement is to consult with clients to assure the appropriate programming of specific features and functions. Their consulting services can be instrumental in realizing the system’s full capabilities, specifically in the areas of end user devices and features.
Software Specialist (SS)
This is a specialized role focusing on the AVAYA Communication Manager platform, including CMM. Their primary role is to create and assure the overall software design, and implement the appropriate corresponding translations. They are also the primary customer contact for understanding ACM capabilities as it pertains to features and functionality. While capable of supporting a project in its entirety, in certain cases they may be assisted by an SA or SE.
Software Engineer (SE)
The SE is considered an implementation specialist for large scale deployments of highly complex solutions focused on AVAYA Communication Manager. These individuals bring both significant experience and solution knowledge to help insure successful implementations. Their primary role in these deployments is to deliver the design, support and translations for the solution.
Server Applications Engineer (SAE)
An SAE is engaged in your pre and post-sale implementation when complex applications, such as SIP and application enablement services, or server based adjuncts are involved in your solution. These engineers offer a broad background in extending communications with Windows and Linux servers, as well as applications such as messaging, unified communications, and computer telephony.
Call Center Specialist
This is a specialized role focusing on the AVAYA Communication Manager’s Call Center capabilities including CMS. Their primary role is to consult, design, and develop the appropriate corresponding translations around your Call Center requirements. This role provides a vast amount of industry experience and knowledge to help maximize the customer investment. Their specialization helps ensure that the customer’s expectation are realized at the business level.
Carrier Operations
The Carrier Services Project Manager interfaces with internal SPS project resources and the selected carrier resources to ensure a smooth implementation.
SPS also has Carrier Analysts who manage the relationships with our “managed” carrier customers and Telecom Expense Management (TEM) partners.
Field Service Engineer
SPS Technicians implement, service and maintain a full range of Telephony and Data equipment that support traditional and VOIP technologies. These resources are highly trained and certified in various products and disciplines.
Customer Educator
SPS is proud of the client training and education programs offered through SPS LearningCare. Our Customer Educators have real-world experience with multiple system platforms and applications. Our educators will help you understand and get the most from your technology investments.
Network Operations Center Team
The Network Operations Center (NOC) consists of highly skilled engineers responsible for post-installation diagnostics and trouble-shooting if needed.
Customer Care Team
The Customer Care Team is busy at work before and after the sale. The Customer Care Team handles sales orders, tracks service and repair activities, and creates service tickets that will be handled by the Network Operations Center.
Services Support Team
The Services Support Team supports the day to day volume of SPS, AVAYA and 3rd party maintenance contract requests. This team provides support for maintenance tracking, billing and on-boarding customers within our support structure.
Billing & Accounts Receivable Team
We take great pride in providing prompt and accurate billing. Our team is available to assist with any questions about your invoice or payment options. Contact invoicing@spscom.com.
Human Resources
From administering employee benefits and programs to recruiting and processing new applicants, the SPS HR team is second to none. Click here to learn more about positions available at SPS.
Marketing Team
Our Marketing Team offers learning events throughout the year and supporting materials to make sure you are up-to-date on the latest solutions available.
Telesales Team
The Telesales Team proactively contacts businesses of all sizes to educate clients and promote the TotalCare suite. The Telesales Team refers system solution opportunities to an Account Executive for in depth follow-up.