Vacancy expired!
- Contact Center
- Avaya Telephony
- 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.