Telephony Support Engineer

TELEPHONY SUPPORT ENGINEER - AVAYA, ORACLE

My Maastricht based client is seeking an experienced Telecoms Support Engineer to join their team.

You will 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 softphones. You will be working on a very complex network with many integrations with Back End systems for self-service applications. The ideal person will be Avaya systems trained (ACIS) and Cisco CCNA.

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) (hands on development)
- 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.

ADVANTAGEOUS

- Web services, XML over HTTP or SOAP XML.
- Java development.
- LDAP interfaces.
- Unix Scripting.
- Oracle DB knowledge and SQL queries.

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 supports to the customer
> Supporting quotation team with technical expertise (senior positions).
> Developing IVR applications on Avaya Experience Portal (senior positions).