Avaya Engineer


Brief Summary

Avaya Engineer Job Role: Perform incident management for the Avaya phone switch and adjunct systems. Coordinate voice and video related outage mitigation and/or resolution with Service Desk, Availability Management, and other technical teams. Assist in product delivery of voice/video related efforts. Technical Requirements: Supplier resources will have the following skills / experience / background: Required: • At least 5 years experience in supporting Avaya infrastructure. • At least 5 years experience supporting these application for 2000+ contact center • At least 5 years experience in configuration, deployment, testing, maintenance, monitoring and administering Avaya products including MSA/ASA, AES, Session Manager, Communications Manager • At least 5 years experience in troubleshooting Avaya application and integration to reporting, WFM, Recording, Routing platform (ICM), and Voicemail • At least 5 years experience supporting and maintaining the Avaya Voice Network • Experience with administering trunks, adds, moves, changes. • Experience upgrading, testing, platform. • Experience working with all levels of the client management team. • Experience in usability testing. Preferred: • Bachelor’s degree in Computer Science or related field • Experience with Avaya integration with Cisco ICM integration • Experience with Cisco CUCM • Knowledge of ITIL Service Management processes and tools Job Duties/Responsibilities: • Using generally accepted methodologies and tools, troubleshoot complex issues up to and including opening cases with Avaya, following through and documenting solutions. • Patch and upgrade said platforms/applications as needed or as found by field notices to assure environment is kept up to date. • Monitor and maintain the systems to achieve 99.99% availability.