IT Telecommunications

Job Summary:

We are seeking an experienced Avaya Engineer to join our IT Operations team. The ideal candidate will have a strong background in Avaya systems and Central Station Monitoring, with a focus on maintaining and optimizing our communication infrastructure to ensure seamless, secure, and efficient operations.

Key Responsibilities:

• Design, implement, and maintain Avaya communication systems, including session management and system orchestration.

• Ensure the security and reliability of Avaya systems, including conducting regular system updates and patches.

• Provide technical support for Avaya-related issues, including troubleshooting and resolving system-level access problems on a 24X7X365 basis.

• Collaborate with cross-functional teams to support unified communications applications and solutions.

• Develop and maintain documentation related to system configurations, processes, and service records.

• Regular consultation with business groups to define goals, and ensure the proper systems are deployed to align with business needs and introduce efficiencies in business processes.

• Collaborate with telephony carriers to deploy and maintain cloud-based SIP/ISDN infrastructure for core data centers and offices.

• Experience with CTI integrations and support.

• Support digital signage for contact center displays and desktop deployments.

• Deploy and maintain auto-dialers using Avaya Experience Portal with Proactive Outreach Manager

• Core ACD routing administration for contact centers with call flow design.

• Support Calabrio call recording environment.

• Train and mentor junior staff on Avaya systems and Central Station Monitoring procedures.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or related field.

• Minimum of 5 years of experience in Avaya system management in a mission-critical - high availability environment.

• Strong understanding of Avaya Services Accounts, Authentication, and Authorization Management.

• Experience with Avaya Aura, Communication Manager, and related telephony applications -Technologies include Avaya Aura suite Communication Manager with Enterprise Survivable Processors, Avaya G450 Gateways, Session managers, Session Boarder Controllers, System Manager

• Knowledge of regulatory compliance requirements relevant to communication systems.

• Excellent problem-solving skills and the ability to work in a fast-paced environment.

• Strong communication and collaboration skills.

Additional Qualifications:

• Expertise in managing telephony circuits, including both SIP (Session Initiation Protocol) and PSTN (Public Switched Telephone Network).

• In-depth knowledge of AT&T portals and their applications in telephony management.

Preferred Skills:

• History of utilizing Artificial Intelligence (AI) in optimizing communication systems.

• Experience in integrating Natural Language Processing (NLP) to enhance system interactions and user experience.

• Certifications in Avaya system management.

• Experience with MASterMind Business or similar monitoring and dispatch systems.

• Familiarity with network security design and management.