Prestigious Fortune 500 Company is currently seeking an Avaya Voice Automation Engineer. Candidate requires expert level knowledge in multiple disciplines of VoIP networking, primarily around Avaya voice platforms. Candidate will be responsible for multiple projects from requirements, design, implementation and support, as well as provide expertise to administer and maintain system changes, upgrades and patch management.
Designs, installs, and maintains the enterprise Voice services platforms to meet the functional objectives of the business.
Researches, evaluates, and implements new advanced networking and voice technologies.
Provides day to day support, coordinates delivery of voice installations, changes and provides top level troubleshooting of the VoIP network.
Strong knowledge of the network and voice infrastructure (PBX/ACD/IVR) and ability to assess and implement high-risk/high-visibility changes.
Leads coordination efforts with both technical and non-technical peer groups to determine requirements.
Able to communicate effectively with internal and external customers possessing a wide range of technical knowledge.
Able to troubleshoot with the Network team on network issues related to VOIP technologies.
Developing, testing, implementing, and support of voice network technologies.
Ensuring the development of documentation, including appropriate policies and procedures for all aspects of VoIP network.
Assessing customer requirements for voice technology initiatives and recommend appropriate solutions.
Helping to provide a high quality, high availability telephony environment, including disaster recovery planning and testing.
Assist in the optimization of technology in telecom environment.
Maintaining knowledge of existing network and applications, including new products and technologies.
Performing customer assessments, design, build, and technical documentation in support of the organization.
Proficiency in Avaya Communication Manager and call center technologies with additional experience and support of adjunct devices such as. CDR - Calero, IVR/CTI - Genesys, Monitoring - Prognosis, Empirix - hammer testing/validation, Dialers - Noble, Call Recording - Verint.
Providing support for critical functions on a daily basis, including (but not limited to) Avaya System Manager, Session Manager, AES, CMS, Verint, SBCE, CC-Elite, AAM, Oracle/Acme Packet SBC.
Planning, designing, installing, configuring, and maintaining the implementation of the Voice infrastructure including hardware/software recommendations.
Evaluating and/or recommending potential voice solutions (ie hardware, software, network-related) consistent with corporate goals and objectives.
Monitoring, evaluating, and maintaining systems and procedures to protect from unauthorized users.
Recommending and implementing policies and standards and ensuring adherence.
Troubleshooting user/system voice problems.
Able to capture, analyze and troubleshoot SIP header detail with knowledge of how to configure SBC's for header manipulation for redirect and presentation as required.
Provide training or individual assistance to users as needed.
Staying current with voice technologies relevant to the call center environment.
Managing day-to-day delivery of services (VOIP, SIP, ACD, Carrier Network) to ensure adherence to defined service levels.
Managing incidents for the Call Centers to include call flows, agents, reporting systems, etc.
Developing and documenting voice operations and monitoring processes and procedures.
Leads complex business projects. Provides coaching and mentoring to less experienced engineers.
Bachelors degree in computer technology field or equivalent work experience.
Strong Avaya System/Call Center experience.
Avaya Communication Manager 6+, System/Session Manager, AES.
Strong business analyst skills.
Strong project organizational skills.
Strong SIP Carrier knowledge.
Avaya/Oracle SBC certifications a plus.
Skilled in programming of call vectoring, VDN, variable vectors, skill group expert agent, call flow build, and change requests.
Routine monitoring of voice equipment, inclusive of patching and system performance related events.
Participate in after hours on call support rotation.
Familiarity with centralized ticketing systems
Focused on telecom platform automation.
Avaya (CM, SM, CC Elite, BSR, CMS, AES, AM, SIP, H.323 etc.) SBC's (Oracle/Acme Packet) and strong knowledge of voice recording (Verint), CDR (Calero), Genesys IVR/CTI solutions.