Bridges the engagement gap between customers and companies.
You are a Senior Telecommunication Engineer with Avaya/Telephony experience. This is a technical lead position and provides support and troubleshooting for all voice over IP (VOIP) components of the enterprise and global (India, Philippines, Central/South America, Canada, US, Europe) contact center telephony systems. This includes support for telephony desktop applications, reporting applications, recording applications and any other intercommunication (including CTI) support required for inbound and outbound call centers and enterprise. Assist in deploying telephony infrastructure as required. You will be the point person for communication with our customers.
Provide senior level technical administration of Avaya Communications Manager, SBCs, Call Manager, Avaya One X, and all screen recording systems.
Configure, Monitor and troubleshoot Avaya Telecommunications and all Call Center applications worldwide (India, Philippines, Americas, Europe).
Configure, monitor and troubleshoot the Server infrastructure for all Telephony systems in all data centers. Act as primary support for all enterprise and call center applications and systems, interface with carriers and vendors for all issues.
Provide system on call support required to bring production systems to an operational state. Oversee diagnosis and problem determination activities, to resolve any technical problems that may occur in rotation with other Telecom resources.
Perform system administration functions necessary to support continuous day-to-day system operations.
Configure and troubleshoot SIP circuits and equipment in conjunction with the network team.
Perform expansion, relocation, or consolidation of voice infrastructure for all corporate locations as needed.
Provide senior level technical advice and system management on major projects. Act as an SME for telephony in multidisciplinary teams and provide technical expertise on behalf of the telecom team.
Liaise with internal IT departments and vendors of voice equipment, network equipment, voice and data circuits, including maintaining support contracts with all vendors.
Perform other job related functions as assigned.
EDUCATION: Bachelor's Degree in Computer Science or related field of study or any combination of equivalent relevant experience.
EXPERIENCE: 6 years of experience with telephony, server infrastructure support, troubleshooting of servers and desktop applications in a mission critical production environment. VMware installation and support. Experience with Avaya, call center, Cisco, call recording (NICE, Knoahsoft) and project management experience strongly preferred. Experience with global contact center environments highly desired.
KNOWLEDGE & SKILLS: Deep knowledge and understanding of voice network systems (especially carrier SIP interfaces) and Server IT infrastructure for support, maintenance and planning purposes. Thorough understanding of voice network architecture and problem solving. Excellent written and verbal communication skills to effectively work with team members within the organization. Senior level expertise and the ability to make technical decisions.
SPECIFIC SYSTEM KNOWLEDGE : Avaya Communication Manager 6.x, AES 7.x, CMS 18, Session Manager, ASBCe, VMWare, Avaya One-x, ASA, putty, Red Hat Linux, CentOS