| Duties & Responsibilites : |
- This person is responsible for providing engineering, provisioning, and maintenance support for all voice related systems in the organization.
- This includes Avaya-based PBX systems, Voice Mail, Call Management Servers, CTI, IVR/VRU systems, Witness Call recording, VoIP technologies, IP Telephony, and Carrier Services.
- This role will support multiple Telephony systems in a geographically distributed environment.
- Candidate needs to have strong hands-on skills in Call Center applications, IVR systems, Call Recording solutions, and IP technologies.
- Must have strong knowledge of design and hands-on ability to assist with the Architecture, Administration, Maintenance, and Provisioning of Avaya PBX system (S8xxx and LSP’s) and associated Gateways
• Hands-on experience working with enterprise-level Contact Center solutions including IVR/VRU, Web Integration, PBX/ACD call routing and workflow management, SIP technologies, and CTI/IVR level reporting
• Hands-on experience in scoping, planning, analysis, technical design, development, implementation, evaluation and/or support of new and existing Call Centers in a global distributed environment
• Support MAC (Moves/Add/Changes) activities for in-house systems
• Engineering and Administration of Avaya Voice Mail Systems (Including Fax and E-Mail integrations)
• Engineering and Administration of Avaya Voice Portal IVR/VRU platforms for enterprise call center applications
• Engineering and Administration of call center changes (e.g., Agents, VDNs, Vectoring)
• Engineering and Administration of call center applications (e.g., CTI, CMS, eCAS, Witness Call Recording
• Engineering and Administration of Avaya VoIP technologies
Advanced troubleshooting and administration skills on Avaya S8xxx and LSPxxx series PBX’s and associated peripherals to include CLAN, IPMEDPRO, and IPSI boards as well as all carrier services (DS1, DS3, MPLS, SIP, Etc.)
• Coordinate provisioning of all voice services and technologies
• General administration of PBX functions (e.g., ARS, Call Routing, FAC, COS, COR, Etc.)
• Strong Telecom Security knowledge to prevent toll fraud and infrastructure breaches
• Assist in the development of the Telephony roadmap
• Maintain documentation for all telecommunications systems / devices
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