Complete Description:
Qualified candidates will have hands on experience with:
• AVAYA Communication Manager
• AVAYA Modular Messaging
• AVAYA ONE-X
• AVAYA Experience Portal(Voice Portal)
• AVAYA IQ Reports
• AVAYA CMS Administration and troubleshooting
• AVAYA CMS Supervisor
The candidate will be expected to:
• Deliver Avaya Unified Communications and IP Telephony solutions to support existing and future platform, product and service functionality and multi-platform integration
• Provide technical analysis and define business impacts with the ability to discover and recommend technical solutions
• Provide production network deployment, configuration, support and upgrades of all Avaya network/telephony devices and applications in the solution.
• Responsible for the design and system integration of complex Contact Center as a Service (CCaaS) solutions which may include, but not limited to detailed knowledge for the following: Session Border Controls, Avaya UC Platform, Aura Contact Center.
• Directs and controls the activities of a broad functional area having overall responsibility for planning, budgeting, implementing and maintaining costs, methods.
• Troubleshoot and resolve complex SIP related issues.
• Use troubleshooting tools such as Wireshark, to analyze and identify SIP based communication problems
• Perform required analysis and develop hardware/software solutions to provide telecommunication solutions to business requirements.
• Identify inefficiencies and make suggestions for process improvements
• Train and mentor other technicians on SIP based protocols
Preferred:
• Experience with SIP solutions
• Familiarity with the Oracle/ACME 3820 SBC
• Strong customer consulting experience
• Strong knowledge of multi-tiered application environments, including their design, implementation and capacity/scaling challenges
• Strong Experience in project management and detailed technical planning
• Knowledge and experience with converged infrastructure.
Behavior Characteristics:
Manages time effectively, meets deadlines, achieves established goals & objectives. Assist in establishing, accomplishing & continuously evaluating goals. Assumes responsibility for accuracy of work processes, multiple task flows, and actions & decisions
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Exp providing Tier 1-3 support for enterprise Avaya network
Required
6
Years
3 - Expert
Exp managing complex voice projects across all teams
Required
6
Years
3 - Expert
Exp troubleshooting and problem identification
Required
8
Years
3 - Expert
Exp working w/ equipment vendors and telecom providers to resolve issue
Required
6
Years
3 - Expert
Exp monitoring and resolving service requests based on SLAs
Required
6
Years
3 - Expert
communications skills across many concurrent deployment teams/management
Required
5
Years
3 - Expert
telecom management, configs, monitoring, patch/f/w and capacity planning
Required
8
Years
3 - Expert
Knows data & VoIP principles supporting converged voice/data network environ
Required
6
Years
3 - Expert
Working knowledge of supporting telephony contact center products.
Required
6
Years
3 - Expert
Avaya systems, CM, MM, CMS, Voice Portal, System/ Session Manager
Required
6
Years
3 - Expert
Avaya Unified Communications and all adjuncts
Required
8
Years
3 - Expert
Nice system, and connectivity into other telephony adjuncts.
Desired
3
Years
2 - Proficient
Troubles shoot and diagnose production impacting telephony support applications.
Required
6
Years
3 - Expert
Interpret system logs, events , isolate failure points.
Required
8
Years
3 - Expert
understanding of tools and techniques to diagnose telecom problems
Required
8
Years
3 - Expert
best practices of operating systems, server hardware configs and databases.
Nice to have
5
Years
2 - Proficient
Expert knowledge or certification of Avaya’s Architecture software and hardware
Desired
5
Years
2 - Proficient
Proven experience with Avaya JTAPI/TSAPI and CMS reporting
Highly desired
5
Years
2 - Proficient
TDM, SIP and H.323 endpoints.
Required
6
Years
3 - Expert
Understanding of the technology of SBC, ACME and Audio Codes
Desired
3
Years
2 - Proficient
knowledge of Avaya S87xx server ,IP Network Regions, Audio shuffling, Hair Pinning
Required
5
Years
3 - Expert
Must have experience with administering Avaya patches and upgrades
Required
8
Years
3 - Expert
Understanding of VoIP protocols, QoS standards and policies.
Required
5
Years
3 - Expert
Working knowledge of Modular Messaging 5.x.
Desired
5
Years
2 - Proficient
Working knowledge of Microsoft UM and Integration with Avaya Switches
Nice to have
3
Years
2 - Proficient
Knowledge of Cisco IP Platform and Cisco UC solutions
Highly desired
3
Years
2 - Proficient
Strong working exp. with Avaya Aura S88xx, S87xx, LSP, G700, G650, G450, CMS
Required
5
Years
3 - Expert
Strong working exp. with AES, AAR/ARS
Required
5
Years
3 - Expert
Strong working exp. with W/Class Routing, VDN, Vector’s and ACD Call Center
Required
5
Years
3 - Expert
Strong working exp. with Analog, Digital, Avaya and Cisco VoIP voice services