Short Description:
Complete Description:
Qualified candidates will have hands on experience with:
• AVAYA System Administration (ASA)
• AVAYA Modular Messaging
• AVAYA ONE-X
• AVAYA IQ Reports
• AVAYA CMS Administration and troubleshooting
• AVAYA CMS Supervisor
• AVAYA Call-back Assist
• Cisco Call Manager
• CISCO Unity Call-Handler administration
• CISCO Bulk Edit Utility
• CISCO Bulk Administration Tool (BAT)
The Systems Administrator should have a solid understanding and experience with moves,
adds, changes on both Avaya Communications Manager, and Cisco Unified Communications Manager. He or she must have strong writing skills and excellent interpersonal and customer service skills. The Tier 1 System Administrator will be expected to work independently and as part of team in support of small to large installations and/or migration projects. He/she will be a strong communicator and capable of gathering call-center requirements, assisting customers with technical inquiries regarding the capabilities of the contact-center solutions he/she will support. He/she will be comfortable managing multiple customer priorities at any given time and understand the importance of detailed and accurate documentation, diagrams/Visio, and ticket tracking. Candidate will also be working in an Help Desk environment on an ACD assisting our customers and our field technicians.
Behavior Characteristics:
Manages time effectively, meets deadlines, achieves est. goals & objectives. Assist in establishing, accomplishing & continuously evaluating goals. Assumes responsibility for accuracy of work processes, multiple task flows, actions and decisions of staff
Skills:
Exp providing Tier 1-2 support for enterprise Avaya network
Required 5 Years 3-Expert
Working knowledge of supporting telephony contact center products or ACD
Required 5 Years 2-Expert
Avaya systems, CM, MM, CMS, IQ
Required 5 Years 2-Expert
Strong working exp. with AAR/ARS
Required 5 Years 2-Expert
Strong working exp. with W/Class Routing, VDN, Vector’s and ACD Call Center
Required 5 Years 2-Expert
Strong working exp. with Analog, Digital, Avaya and Cisco VoIP voice services
Required 5 Years 2-Expert
Exp troubleshooting and problem identification
Required 5 Years 2-Expert
Exp working w/ equipment vendors and telecom providers to resolve issue
Required 5 Years 2-Expert
Exp monitoring and resolving service requests based on SLAs
Required 5 Years 2-Expert
Working knowledge of Modular Messaging 5.x.
Required 5 Years 2-Expert
Knowledge of Cisco IP Platform and Cisco UC solutions
Required 5 Years 2-Expert