Job Description
* Responsible for customer facing support of the telephony infrastructure
* Support of Avaya-based voice communication solutions, including Avaya Aura Communication Manager, Session Manager, System Manager, and associated components.
* Configure, optimize, and troubleshoot Avaya voice systems to ensure maximum performance, reliability, and availability.
* Perform advanced troubleshooting and root cause analysis of voice-related issues and provide timely resolution or escalation when necessary.
* Collaborate with cross-functional teams to integrate Avaya voice systems with other technologies, such as contact center applications, unified communications platforms, and network infrastructure.
* Collaborate with senior engineers to enhance overall technical capabilities
* Stay updated with the latest Avaya technologies, industry trends, and best practices to recommend improvements and innovative solutions.
* Conduct system performance monitoring and capacity planning to proactively identify and address potential bottlenecks or issues.
* Collaborate with vendors and service providers to ensure effective support, maintenance, and upgrades of Avaya voice systems.
* Participate in on-call rotation and provide support during off-business hours, as needed.
Required Skills & Experience
- Ability to work 2nd shift.
* 5+ years of hands-on experience in designing, implementing, and supporting Avaya voice communication systems.
* In-depth knowledge of Avaya Aura Communication Manager, Session Manager, System Manager, and associated components
* Familiarity with Avaya physical hardware (S8300's/LSP, G450 and G650) and troubleshooting various software and hardware issues.
* Experience deploying, configuring, and supporting Avaya Agent for Desktop, Avaya Workplaces for Desktop, and Avaya Workplaces for iPhone.
* Working understanding of the following applications: Avaya EliteMultichannel, Avaya Contact Analyzer, Avaya CentreVu Supervisor, Verasmart/Calero ECAS CDR, NICE Uptivity.
* Strong understanding of Voice over IP (VoIP) technologies, protocols (SIP, H.323, RTP), and codecs.
* Proficiency in troubleshooting Avaya endpoints, gateways, media servers, and session border controllers (Ribbons preferred).
* Work with telephony carriers to troubleshooting routing issues, redirecting numbers, and running reports
* Experience with Avaya contact center solutions, such as Avaya Call Center Elite
* Work with business users to support contact center solutions including , EAS skill-based routing, AVR, VRT tables, and Vector Variables, etc.; understand how to dissect existing AVR's.
* Solid understanding of network protocols, LAN/WAN technologies, and network
Nice to Have Skills & Experience
* Knowledge of Call Recording, Screen Capture, and Quality monitoring applications; NICE Uptivity experience is a plus
* Experience with Microsoft Teams Voice and Cloud Contact Center Technologies is a plus
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.