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Contact Center Application Admin is responsible for supporting the existing on-premise Avaya voice infrastructure, Oracle SBC, Cisco gateway routers and additional 3rd party applications. Troubleshooting platform outages, directing vendor focus, and working with call flow traffic. Provide operational expertise and oversight for multiple systems. Requires the ability to develop relationships, work well with both internal business clients and other IT technical departments and groups.
PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:- Maintenance, configuration, daily operation and patching of Core Avaya Aura Products including System Manager, Session Manager, Communication Manager, Media Server, Application Enablement (AES), and IX Messaging.
- Proactively monitors systems responsiveness, communicates, and reports issues.
- Supports Contact Center Platform Services Engineering initiatives for all project-related and ongoing operations support for voice communications services
- Implements and troubleshoots enterprise voice-related solutions/incidents/system outages
- Responsible for day to day adds, moves, changes, and user troubleshooting
- 5 years experience with contact center technology platforms, specifically Avaya and/or Oracle SBC products.
- Proven expertise with Avaya Core components - System Manager, Session Manager, Communication Manager
- Maintain and troubleshoot Avaya media servers and G450 in a dispersed voice network that includes multiple call centers and 2 data centers.
- Experience with telecom carrier operations
- Troubleshoot L2/3 level incidents
- Support a 24/7 operations via oncall rotation
- Deployment and configuration of Avaya One-X applications and 9806G physical phones.
- 3+ years complex dial plan configuration in Session Manager and Communication Manager
- Contact Center Configuration skills - Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes, Avaya 1X agent, Avaya IP agent, Modular Messaging.
- 3rd Party Solutions – Swampfox ICX/FIL, NICE/Nexedia/Knoasoft
- Operational knowledge over IP protocols for delivering RTP payloads to hard and/or softphone stations throughout the Contact Call Center environment.
- Deep SIP knowledge
- Ability to troubleshoot by using Wireshark/TCPdump or collecting/decoding traces/logs from applications
- Deep understanding of TCP/IP network related technologies including routing/switching, DNS, DHCP, Firewall/ACL, X.509 Certificate, QoS (Quality of Service) etc.