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Job Description
- Supporting Avaya/Cisco/ Voice Infrastructure.
- Engineer will be responsible for managing technical excellence within the Voice Team and providing 2nd level technical assistance.
- This role includes problem management, client liaison, technical architecture and product development.
- Apart from this, the engineer will provide 2nd Line Support for supporting analysts, end-users and delivering functions under the Enterprise & Contact Centre Voice Portfolio.
- Support typically takes the form of investigating and resolving problems, incident handling.
- Availability and performance monitoring, routine start-up and close-down and maintenance of operating plans and schedules.
- Supports the telephony infrastructure including Avaya CM, SIP, CMS, AES, VoIP, and various Call Center applications.
- Maintain and troubleshoot Avaya S8800 class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2; and CMS in a dispersed voice network that includes multiple call centers and 2 data centers.
- Maintains advanced telecommunication applications such as CMS, AES, CM8800, Modular Messaging. Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.
Job Requirements
Knowledge/Experience:
- Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, SIP, SCCP, H.323, etc.)
- Call Center Skills: Avaya Contact Center skills: Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and Changes, Avaya 1X agent, Avaya IP agent, Modular Messaging.
- Corporate Telephony - Cisco Call Manager, Cisco Unity Voicemail, Voice Gateways, Cisco Unified Communications/Voice Conferencing/Webex.
- Cisco Unified Contact Center Enterprise (UCCE/ICM/CVP), Call Recording, Voice conferencing, and collaboration
- This individual will have experience in administering and support of Avaya technologies as well as a good understanding of IP telephony supporting the contact center environment.
- Flexible work schedule is a requirement, must be able to work nights and weekends when necessary.
Skills:
- Excellent verbal and written communication, interpersonal, and customer service skills.
- Self-starter, able to work independently and as part of a team in a fast-paced environment.
- Detailed knowledge of Avaya Communication 6.2.X in a distributed and centralized environment, Avaya Session Manager 6, VoIP (H.323 and SIP) and TDM (ISDN and RBS), CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, Avaya 1X Agent, Avaya IP Agent, ACCCM
- Superior interpersonal, verbal, and written communication skills
- Ability to manage partners and vendors
- Time management and prioritization skills
- Ability to develop strong working relationships
- Ability to manage multiple activities and changing priorities
- Ability to work under pressure and to meet tight deadlines
- Ability to work in a matrix reporting environment
- Self-starter with the ability to take the initiative and master new tasks quickly
- Methodical, attention to detail
- Excellent team player
- Cisco ICM knowledge is a plus.
- NICE call Recording knowledge a plus
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