Avaya Engineer

Atlanta, GA 30319

Posted: 11/07/2019 Employment Type: Contract Category: Telecom Engineer Job Number: 53542

Job Description


Avaya Engineer

Summary:

This role will work with other Voice Engineers, Voice Services teams that support the PBX, Project Managers and end users to focus on designing, implementing and supporting high availability, robust solutions to support the many business units contact centers.  A major part of this role will be working very closely with key stakeholders, Contact Center leaders, Work Force Management teams, vendors while resolving requests and incidents. Ideally, this person will to correlate issues to determine tools or process to reduce the reoccurrence while adhering to agreed service levels.   

 

Responsibilities:
  • Design, implement and support the multiple auctions and auction related services with the contact center application Avaya.
  • Share knowledge and collaborate with other team members along with other Voice Services team.
  • Stay current with new releases of applications features and enhancement
  • Participate in the design, setup, configuration and support of complex  Avaya IVR/ACD PBX,  call routing, recording, skills etc.
  • Provide 2nd and 3rd level support for the entire Voice Services organization.
  • Proficient with resolving issues with Call Manager, Session Border Controllers, Gateways, CIC servers and media servers. 
  • Fully support and manage approximate 4000 consumers of contact center application functionality.
  • On a rotating basis, provide after hour coverage to respond to network related issues occurring either before or after support hours.

 

Qualifications:
  • Minimum of a Bachelor' s degree (or equivalent) and 2-4 years of experience.  However, a combination of experience and/or education will be taken into consideration.
  • Expert level experience with implementing, maintaining and troubleshooting PureCloud. If Interactive focused certification is required.  CISCO certification helpful but not required.
  • Candidate should have understanding of CISCO features – Unified CM, Unity Connection Admin, Hunt Pilot Config, Hunt List Config, Route List & Group Configuration, adding and removing devices, Route Pattern Configuration, Assigning Extensions, Basic Cube admin
  • Candidate should have strong understanding of PureCloud features – Edge Servers, Call Flow design, Call Routing, Scheduling and Architect.
  • Ability to lead and create consensus around new ideas and initiatives, building confidence in the outcome, and deliver

 
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