Complete Description:
Qualified candidates will have hands on experience with:
• AVAYA Communication Manager
• AVAYA Modular Messaging
• AVAYA CMS Administration and troubleshooting
• AVAYA CMS Supervisor
• AVAYA IQ Reports
• AVAYA ONE-X
• NICE call recording
The candidate will be expected to:
• Support & maintain current telecom systems and services in enterprise network
• Provide advanced telecom support & admin.
• Perform software changes
• Assist with installs, upgrades, maintenance
• Support beyond moves, adds & changes
• Train and mentor telecom help desk members
Behavior Characteristics:
Manages time effectively, meets deadlines, achieves established goals & objectives. Assist in establishing, accomplishing & continuously evaluating goals. Assumes responsibility for accuracy of work processes, multiple task flows, and actions and decision
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Exp providing Tier 1-3 support for enterprise Avaya network
Required
4
Years
3 - Expert
Exp managing complex voice projects across all teams
Required
4
Years
3 - Expert
Exp troubleshooting and problem identification
Required
4
Years
3 - Expert
Exp working w/ equipment vendors and telecom providers to resolve issue
Required
4
Years
3 - Expert
Exp monitoring and resolving service requests based on SLAs
Required
4
Years
3 - Expert
communications skills across many concurrent deployment teams/management
Required
4
Years
3 - Expert
Knows data & VoIP principles supporting converged voice/data network environ
Required
4
Years
3 - Expert
Working knowledge of supporting telephony contact center products.
Required
4
Years
3 - Expert
Avaya systems, CM, MM, CMS, IQ
Required
4
Years
3 - Expert
Avaya Unified Communications and all adjuncts
Required
4
Years
3 - Expert
Nice system, and connectivity into other telephony adjuncts.
Desired
3
Years
2 - Proficient
Troubles shoot and diagnose production impacting telephony support applications.
Required
4
Years
3 - Expert
Interpret system logs, events , isolate failure points.
Required
8
Years
3 - Expert
understanding of tools and techniques to diagnose telecom problems
Required
8
Years
3 - Expert
best practices of operating systems, server hardware configs and databases.
Nice to have
5
Years
2 - Proficient
Expert knowledge or certification of Avaya’s Architecture software and hardware
Desired
3
Years
2 - Proficient
Understanding of VoIP protocols, QoS standards and policies.
Desired
3
Years
3 - Expert
Working knowledge of Modular Messaging 5.x.
Required
5
Years
2 - Proficient
Working knowledge of Microsoft UM and Integration with Avaya Switches
Nice to have
3
Years
2 - Proficient
Knowledge of Cisco IP Platform and Cisco UC solutions
Highly desired
3
Years
2 - Proficient
Strong working exp. with Avaya Aura S88xx, S87xx, LSP, G700, G650, G450, CMS
Highly desired
5
Years
3 - Expert
Strong working exp. with AES, AAR/ARS
Required
4
Years
3 - Expert
Strong working exp. with W/Class Routing, VDN, Vector’s and ACD Call Center
Required
4
Years
3 - Expert
Strong working exp. with Analog, Digital, Avaya and Cisco VoIP voice services, SIP and H.323 endpoints
Required
4
Years
3 - Expert
Knowledge or certification of Avaya's Architecture software and hardware
Desired
3
Years
2 - Proficient
Proven experience with Avaya CMS and IQ reporting
Required
4
Years
3 - Expert
Familiarity with SIP Solutions
Highly desired
3
Years
2 - Proficient
Strong customer consulting experience
Required
4
Years
3 - Expert
Knowledge and experience with converged infrastructure Behavior Characteristics
Required
4
Years
3 - Expert