Voice Engineer

Telecom & Technology -
Mokattam, CairoPosted 3 years ago

22Applicants for1 open position

Job Details

Experience Needed:

Career Level:

Education Level:

Salary:

Job Categories:

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.

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