Position: Telecom Technician
Aug 2, 2018
The Sr IT System Analyst will provide and maintain a stable, scalable and robust telecom environment.
The role includes maintaining and programming a variety of Avaya products, including Communication Manager, CMS, AES, Modular Messaging, Session manager, Avaya Experience Portal and Verint Call Recording. This role will be responsible for setting up and maintaining telephony servers and verifying OS patches are current, toll free number provisioning and SIP trunk testing as requested by the business and helping team members with complicated requirements. Hands on support of the local call center reps is required. The engineer must be able to analyze and problem solve complex technical issues with minimal supervision, and work within a team environment while communicating well to a diverse set of colleagues, vendors and partners.
The position will be responsible for:
Providing support and project level oversight in the planning, evaluation, design, development, implementation of Call Center functionality, SIP trunk design and support, as well as providing 24/7 support of telephony environment as required.
Working with internal technical teams to help develop solutions and integration with the telecom platform as required
Avaya Call Center experience – ( Detailed understanding of call center technologies)
Excellent communication skills (oral, written and presentation), organizational and collaboration skills
Intermediate/Advanced knowledge and development of diagrams and methodologies using Microsoft Visio and PowerPoint
Knowledge of Microsoft office including Visio products and Excel proficiency
Project management skills and experience
Demonstrated ability to apply new technology concepts to a real working environment
Understanding of IVR applications and PBX integration
Verint Call Recording
Avaya EP/IVR Technical Support
Systems integration with CTI and AES applications
Intermediate understanding of VOIP principals and good working knowledge of SIP protocol
Intermediate/Advanced Avaya/ACD, design, build support (intermediate/advanced troubleshooting skills)
Strong Network skills
Intermediate/Advanced Design and Build of Test Plans for Telephony environment
Advanced Call Routing - Avaya Switch design, build and support vectoring and variables
Scott Staib, Senior Recruiter