Telephony Resource - Voice Specialist

JOB DESCRIPTION:

The primary purpose of the TELEPHONY SUPPORT ENGINEER is to provide technical support on such network and voice appliances (MAINLY BASED ON AVAYA/ORACLE SOLUTIONS) as communication Servers, call center systems, voice applications, voice gateways, voice gatekeepers, IP phones, desk phones and soft phones. The Contact Center is a very complex network and has many integrations with Back End systems for self service applications. The new employee will start as a Junior Support Engineer with the ability to grow to a Senior Support Engineer or as a Telephony Developer.

MAIN DUTIES:

- Performing advanced diagnosis on incidents;
- Implementing non-standard changes to the full Avaya/Oracle telephony environment;
- Communicating and consulting with internal and external technical counterparts;
- Management of system performance, capacity, service quality;
- Participation in and execution of projects;
- Providing 24 x 7 support to our Customer
- Supporting quotation team with technical expertise (senior positions).
- Developing IVR applications on Avaya Experience Portal (senior positions).

GENERAL SKILLS:

- Ability to work well within a team.
- Methodical, Analytical and disciplined approach to work.
- Problem solving capabilities
- Ability to structure and draft technical documentation
- Good interpersonal skills and customer handling skills
- Eager to learn new technology, as the Telephony world changes rapidly.

SKILLS AND COMPETENCIES IN (ONE OR MORE):

Knowledge of Voice technologies (Avaya solutions)Protocols: ISDN, SIP, H323, SCCP protocols Voice codecs eg G711/G729.

Infrastructure: WAN, LAN, PABX networks, Mobile Networks.

KNOWLEDGE/EXPERIENCE WITH AVAYA/ORACLE SYSTEMS:

- Avaya Communication Manager (ACM).
- Avaya Session and System Manager (ASM).
- Avaya Call Management Server (CMS) and CMS CentreVu Supervisor client.
- Avaya Application Enablement Services (AES).
- Avaya Voice/Experience Portal (AVP/AEP).
- Avaya Workforce Management (WFO).
- Avaya Contact Recorder (ACR).
- Avaya Contact Center Control Manager (ACCCM).
- Avaya Session Border Controller Enterprise (ASBCE).
- Oracle Session Border Controller (SBC).

KNOWLEDGE/EXPERIENCE WITH THE FOLLOWING OS:

- Linux Red Hat Enterprise/Windows Server 2008 experience.

PREFERRED CERTIFICATIONS OR EQUIVALENT KNOWLEDGE (ONE OR MORE):

Avaya systems trained (ACIS)/Cisco CCNA.