Avaya Engineer

Company Name:
IDR, Inc.
Job Summary
The position requires a high level of technical knowledge in Avaya voice communications and networking. The candidate will perform implementation, administration, and operation of complex telephony systems, ensuring that all voice systems, PBX systems, ACD workflow processes and networks are operating properly and accessible. Provides Tier 2 and 3 hands-on equipment support as necessary for voice PBX systems. Performs MAC support as needed to the enterprise and provides additional hands on support in the areas of telecom vendor management, reporting and administration. Participate in the on call rotation.
Essential Duties and Responsibilities:
The position requires a high level of general technical knowledge in Avaya voice communications, telephony and networking. Background should include a minimum of 8 years of experience working with Avaya Communications Manager, Call Center Elite, Avaya Aura Messaging and CMS. Proven ability to support these technologies. Strong understanding of Avaya ACD using Call Center Elite, with CMS reporting. Other experience should include:
oCandidate should be a self-starter that is highly technical and knowledgeable about 24x7 operations of a call center.
oExceptional interpersonal and communication skills - both written and verbal.
oAbsolute commitment to customer service and a "can-do" attitude.
Job Requirements
Minimum Qualifications:
o Demonstrated knowledge and expertise in administration of Avaya CM 6 core systems.
o Demonstrated expertise in administration of Avaya Aura Messaging.
o Analyze and plan telecommunication functions of the organization.
o Develop, improve, maintain, and implement voice systems.
o Recommends, designs applications, enhancements, and upgrades to voice systems.
o Disaster recovery planning, implementation, and testing
o Tests and evaluates hardware and software to determine efficiency, reliability, and compatibility with existing systems.
o Ability to trace and establish dial tone.
o Knowledge of VOIP and routing protocols, TCP/IP and wiring infrastructure.
o Experience with Avaya VoIP technologies, Avaya S88XX/S83XX/S85XX servers, G700/G450/G430.
o Experience with Media Gateways, Avaya Aura Messaging, CMS, eCAS CDR (Call Detail Reporting).

Desirable Qualifications:
o Experience with IVR administration.
o Experience with SIP.
o Experience with Avaya SIP session manager administration.
o Experience with SBC administration desirable.
o Experience with Verint administration desirable.
o Knowledge and experience with Avaya Interaction Center desirable.
o Experience with unified communications using Microsoft LYNC desirable.
oBS Degree or equivalent experience.

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