Avaya Telecom Application System Engineer

The primary responsibility of the candidate will be planning and coordination of relocating large distributed groups of Call Center Agents into a centralized Hub environment.

The candidate will need to be Avaya literate on the technical aspect of installation and planning.  The Candidate will also provide Planning and design on Avaya Technologies CMS,  Audix,  report writing, Vector writing, Vector directory number modifications and ongoing support of the Universal Dial Plans. The candidate will also have a strong understanding of Network Services including ISDN PRI, AT&T 800 services, Software Defined Network, MCI 800 and VNET services and ISDN.  The candidate will also support local services including DID and ISDN PRI/BRI.

Provide Computer Telephony Integration link support. The candidate will provide cut-over coverage nights, weekends, and holidays as required on a for the project.

 

Job Requirements5+ years experience in support roles of Telecommunications and Call Center environments.A knowledge and understanding of ACD software, Expert Agent Selection,  Avaya PBX’s, CMS,  IQ, CenterVue, IP-Agent 5,67,  strong vector writing skills, VDNs and call routing and Universal Dial Plans.Knowledge of Move, Add and Change (MAC) process and customer interfacing.Skilled at customer reporting through CMS.Skilled at the use of SSH, Putty and keyboard definitions.Strong understanding of Network provided services, including but not limited to, AT&T 800and SDN.  MCI 800 and VNET.  Local services including DID and ISDN BRI.Strong networking skills including, T1.5, T45, ISDN PRI and SONET (OC-3, OC-12 and OC-48).Strong understanding of Alternate Route Selection (ARS) and Automatic Alternate Routing (AAR).Understanding of location routing and location dial plans.Strong understanding of Avaya AES (ASAI).System Platform Monitoring using Avaya IMS and networking toolsTicket opening and escalation for issues.Must be an agent of change and have a willingness to learn new ideas and methods.Must be able to effectively communicate (written and oral).Must be able to teach or be taught by other team members.Must be able to work in cross-functional teams and process good interpersonal skills.

 

Duties/Responsibilities

 Work with multiple voice center platforms and systems.Complete MAC work as required for clients.Responsible for interfacing with and working closely with our clients.Responsible for putting together systems documentation and keeping it current.Provide systems capacity information on a regular basis and keeping error and alarm logs clean.On call responsibilities on a rotational basis.Required to be a team player.Work with operations and staffing.