Job Summary:
We are seeking an experienced Avaya Engineer to join our IT Operations team. The ideal candidate will have a strong background in Avaya systems and Central Station Monitoring, with a focus on maintaining and optimizing our communication infrastructure to ensure seamless, secure, and efficient operations.
Key Responsibilities:
• Design, implement, and maintain Avaya communication systems, including session management and system orchestration.
• Ensure the security and reliability of Avaya systems, including conducting regular system updates and patches.
• Provide technical support for Avaya-related issues, including troubleshooting and resolving system-level access problems on a 24X7X365 basis.
• Collaborate with cross-functional teams to support unified communications applications and solutions.
• Develop and maintain documentation related to system configurations, processes, and service records.
• Regular consultation with business groups to define goals, and ensure the proper systems are deployed to align with business needs and introduce efficiencies in business processes.
• Collaborate with telephony carriers to deploy and maintain cloud-based SIP/ISDN infrastructure for core data centers and offices.
• Experience with CTI integrations and support.
• Support digital signage for contact center displays and desktop deployments.
• Deploy and maintain auto-dialers using Avaya Experience Portal with Proactive Outreach Manager
• Core ACD routing administration for contact centers with call flow design.
• Support Calabrio call recording environment.
• Train and mentor junior staff on Avaya systems and Central Station Monitoring procedures.
Qualifications:
• Bachelor’s degree in computer science, Information Technology, or related field.
• Minimum of 5 years of experience in Avaya system management in a mission-critical – high availability environment.
• Strong understanding of Avaya Services Accounts, Authentication, and Authorization Management.
• Experience with Avaya Aura, Communication Manager, and related telephony applications -Technologies include Avaya Aura suite Communication Manager with Enterprise Survivable Processors, Avaya G450 Gateways, Session managers, Session Boarder Controllers, System Manager
• Knowledge of regulatory compliance requirements relevant to communication systems.
• Excellent problem-solving skills and the ability to work in a fast-paced environment.
• Strong communication and collaboration skills.
Additional Qualifications:
• Expertise in managing telephony circuits, including both SIP (Session Initiation Protocol) and PSTN (Public Switched Telephone Network).
• In-depth knowledge of AT&T portals and their applications in telephony management.
Preferred Skills:
• History of utilizing Artificial Intelligence (AI) in optimizing communication systems.
• Experience in integrating Natural Language Processing (NLP) to enhance system interactions and user experience.
• Certifications in Avaya system management.
• Experience with MASterMind Business or similar monitoring and dispatch systems.
• Familiarity with network security design and management.
