Specialist

Job Description (Posting).

Avaya Voice JD- L2 3-5+ years of experience in Voice Technologies, especially in Avaya Voice . o Basic understanding of Avaya CM & Aura Messaging 6.x & 7.x.o Hands-on experience on Avaya CPOD solution. o Good understanding on Avaya Legacy systems. Non-Voip Telephony solutions. o Good understanding of Avaya H.323 and SIP endpoint Registration and Troubleshooting. o Must be able to add stations, Trunk groups, Route pattern and ARS/AAR table. o Good understanding of AAM Voicemail services & user provisioning. o Good understanding of VoIP, H.323 and SIP services. o Good understanding of integration of 3rd party apps such as CDR, RightFax, Directory Services, Paging Services, Wallboards o Must be able to diagnose call failures on VoIP and POTS and assist L3 on the analysis o Should be able to jump on P1 bridges and drive the technical troubleshooting bridge. o Expert level experience in handling Avaya IP telephony Network Infrastructure. o Good understanding of ACD call flows and Vectoring knowledge with wallboard integrations. o Good understanding of Avaya CMS Architecture and integration with Avaya CM o Good understanding on Agents provisioning on Avaya CMS and fetching CMS reports o Independently resolve tickets within SLA, coordinate with Telco for Circuit issues and DIDs o Monitor Voice network via Monitoring tools like Solar wind, Nectar, Prognosis etc o Experience in providing logs to Avaya support team and resolve critical issues in timely manner o Experience in PSTN trunking, SIP trunking with Avaya and other IP PBX ( Onnet/Offnet ) calls o Provide assistance to WebEx conferencing solution o Hands on experience User Facing Features support and daily operation health check and monitoring KEY TECHNOLOGIES:

Avaya Communication Manager, CPOD, Aura Messaging SIP, H.248 and H.323. ACD call flow knowledge. Basic understanding on Network LAN/WAN, routing and Switching. Legacy Voice Devices- Alcatel, Nortel, Merlin Magic, Siemens, Samsung, Mitel, Toshiba, Panasonic, NEC, Rolm etc (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases