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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

Minimum years of experience*: 6+

Certifications Needed: No

Interview Process (Is face to face required?) No