Job Description - Telecom

Key Job elements:

• Has good understating of Avaya IP telephony and VOIP terminologies/technologies like H.323, H.248, SIP, SBC’s, T1 and E1 concepts.
• Knowledge of WAN, Routing, Switching, IPV4 and IPVG and IP services.
• Experience on Multi-Vendor OEM for Voice, Video & Call Center application integration.
• Monitor and ensure availability of Contact Center and Enterprise Telephony applications.
• Provide inputs for capacity management.
• Has good understanding of ITIL process and perform Incident, Problem and Change management.
• Perform Root Cause Analysis and perform procedures to eliminate the cause.
• Maintain and contribute to troubleshooting knowledgebase
• Perform trend analysis
• Add/Remove, test and deploy changes to features supported in the Contact Center and Telephony applications.
• Co-ordinate with OEM vendor to upgrade and patch the listed contact center applications
• Continuously review/Update operational documentation for Contact Center.
• Perform proactive monitoring, upgrade and patch management.
• Assist implementation team for new configurations and projects by providing inputs from steady state perspective.
• Identify appropriate support tool and recommend during implementation
• Identify components for proactive monitoring and preventive maintenance with health check periodically and also document the process/steps

Product knowledge:

• • Avaya Communication Manger Core (ACM) and Gateway
  • Avaya Modular Messaging (MM)
  • Avaya One-X Portal
  • Avaya Session Manager (ASM)
  • Avaya System Manager  (SMGR) and System Platform  (SP)
  • Avaya  Application Enablement Services (AES)
  • Avaya Interactive Voice Response (IVR) , Voice Portal (VP) and Enterprise Portal (AEP)
  • Avaya Call Management System (CMS)
  • Nice voice logger
  • Avaya Aura Contact Center (AACC)
  • SIP trunking and Session border controllers (ACME / Avaya SBCE / Cisco CUBE).

Other skills:

• Excellent Technical leadership skills.
• Strong oral and written communication skills with the ability to communicate at both a technical and business level
• Excellent time management skills
• Strong PC skills eg. MS Visio, Power Point, word, excel

Educational Qualifications

• Required: BE In Computer Science, Electronics and Telecommunications or Information Technology
• Preferred certification: ACSS or ACE