Job Details
The Avaya Engineer will ensure implementation of best practice solutions for voice communications services. They will design and implement voice solutions including PBX engineering, voice network provisioning, and ACD administration. The Engineer will support and manage voice systems, voice networks, and adjuncts such as System Manager, Session Manager, AES, CMS, WFO ,Maintenance, and Installation. They will also provide Tier 2 and 3 support to internal voice support staff. They will document voice networks and work with vendors and clients to plan, design, and implement client and internal voice solutions.
Description of Daily Duties:
Provide support to internal teams and clients on voice network and applications
Work with clients and internal teams to design and implement call routing solutions
Manage and maintain voice network and systems
Recommend solutions, improvements, strategy, and architecture for voice network and systems
Ensure incident tickets are attended to in a timely manner
Responsible for day to day adds, moves, changes, and user troubleshooting.
Resolving issues with the Avaya systems on site
Implements and troubleshoots enterprise Voice-related solutions/incidents/system outages
Supports voice engineering initiatives for all project-related and ongoing operations support for voice
communications services
Responds to escalated incidents and service requests from Delivery/Operations Teams,
Coordinates planned maintenance activities, coordinates/facilitates planned/unplanned service
outages, and ongoing project-related support activities
Promptly responds to all critical/high and/ or incidents or service requests and resolves within service
level targets and/or scheduled time frames.
Maintain enterprise awareness of system maintenance and outages, as well as world events that could
impact IT operations.
Recommends and integrate new Telecommunication Voice, Video and Unified Communications
technologies
Monitors, review, recommend, test, and implement new software revision/feature sets/patch
evaluation and trade studies, periodic system refresh
Meeting with customer to discuss special tasks (i.e. large moves) and providing solutions when needed
Can be available 24/7 or able to respond within a 4 hour period if needed when oncall
Desired Skills or Hands- on Experience and Certifications:
Avaya certifications preferred: ACA or ACIS or ACSS or ACS or ACE or ACSA
5+ years of experience with call center technology, voice systems and voice networks with emphasis
in VoIP systems with both h323 and SIP
Configure SIP trunks (routing via AAR/ARS) Experience
5 years experience with Avaya Communication Manager. Versions 7/8 are preferable.
Experience in a complex IT environment with a multi-platform technical environment helpful
Avaya Communication Manager (Avaya Aura Platforms) and Adjunct Administration, Maintenance,
and Installation
Experience with VoIP, inbound and outbound voice networks, experience with network protocols and
circuit provisioning and standards, understanding of LAN protocols
Proven ability to successfully manage multiple projects and work across all levels in the organization
Demonstrated ability to collaborate with project teams and managers as a service provider
Proven ability to plan, investigate, design, and implement voice networks
Ability to effectively interact with customers to discuss needs and provide solutions
Avaya Communications (ARS) and (AAR) enterprise experience
Experience with other Avaya appliances, i.e. Avaya Aura Messaging, Avaya CMS, and Avaya OneX
Agent.
A working knowledge of basic telephony, i.e. wiring, cross connects, demarcation points etc.
Strong team player and team mentor
Security Clearance
Must be a U.S. citizen. Must possess or be able to obtain/maintain a SECRET security clearance.
AAP/EEO Statement
All Native Group is an equal opportunity employer. All applicants are considered without regard to age, sex, race, national origin, religion, marital status or physical disability. However, preference may be extended to persons of Indian descent in accordance with applicable laws.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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