Job Summary:
Provide in-depth programming and telecommunications troubleshooting for Avaya PBX / ACD. Monitor and assist with all Telecommunications issues at multiple Global sites.
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Duties and Responsibilities:
•Provide all programming and support related to Avaya VoIP PBX / ACD.
•Provide configuration support for all voice/data issues.
•Work closely with OEM’s, ISV’s, software publishers and internal department managers to implement Avaya ACD applications.
•Responsible for Computer Telephony Integration applications.
•Perform in depth troubleshooting on multiple Avaya VoIP PBX and CMS systems.
•Manage all moves, adds, and changes.
•Serve as a liaison for site specific issues related to Avaya VoIP systems.
•Troubleshoot and coordinate all voice and data circuits with local phone companies, vendors and customers.
•Serve as a primary contact for all telecommunications issues at site.
•Provide monthly client utilization status.
•Act as the senior problem solving support for all deployed telecommunications systems.
•Develop business needs analysis and investigate available technologies to address needs.
•Ensure that systems are engineered for maximum redundancy and advises management on risk mitigation through design.
•Help provide a high quality, high availability computing and telephony environment including data and system backup and restore functionality.
•Analyze the complex telecommunications needs of the company and design effective solutions.
•Design, engineer, maintain, troubleshoot, and repair existing telecommunication equipment.
•Evaluate, design, and test proposed data telecommunication systems in lab environment.
•Compile cost and benefit information for proposed solutions highlighting return on investment.
•Serve as primary point of contact for cross-functional projects as assigned by Director.
•Prepare detailed specifications for implementation of new internal programs or modifications to deployments.
•Coordinate installation of hardware.
•Develop documentation including appropriate policies & procedures for each assigned project.
•Assess customer requirements for data and voice technology initiatives and recommend appropriate solutions.
•Participates in client design meetings and interacts with client IT peers when needed.
•Assist in the optimization of technology in telecommunications environment for the Corporate IT department.
•Remain proficient in emerging technologies and existing network and applications.
•Design and maintain International Voice network.
Requirements:
•Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Engineering (Electrical/Electronic), Computer Science/Information Technology or equivalent.
•At least 5 year(s) of working experience in the related field is required for this position.
•Skill in providing an exceptional customer experience.
•Skill in verbal and written communication to analyze, interpret and address customer needs.
•Knowledge of PC applications.
•Advanced knowledge of VoIP, Avaya PBX call routing, VDN’s, vectoring and Skills based routing, as well as an advanced understanding of Avaya CMS.
•Knowledge of ACD and CTI preferred.
•Ability to work in a time critical environment.
•Ability to be flexible and quickly adapt to changing business needs and processes.
•Knowledge of contact services industry and best practices.
•Knowledge of voice/data networking, telephony switch management, and voice applications are required.
•Knowledge in the development and support of local and wide area networks is preferred.
•Knowledge of the following platforms; Avaya, Aspect, NICE, Optimise, and integration to advanced platforms is preferred.
•Knowledge of IP routing concepts and elements.
•Knowledge of WAN technologies as they relate to voice services.
•Ability to consult users and staff on business requirements and business and technical solutions.
•Ability to be flexible and quickly adapt to changing business needs and processes.
•Ability to work with minimal guidance or supervision in a time critical environment.
Send your CV at [email]
sharon.clutario@stream.com[/email]