Sr. Avaya Support Engineer

2 weeks ago

Taguig, National Capital Region, Philippines Cerium Networks Philippines, Inc. Full time

As Sr. Avaya Support Engineer, you are responsible for delivering IT Service Management activities for Avaya systems, supporting our existing client base of global and enterprise customers. You are expected to have a working experience supporting Avaya voice technology, troubleshooting, and resolving system issues and has a deep experience and knowledge around Avaya's Application Enablement System Environment.

Job Qualification
  • Preferably with Avaya certifications: ACA or ACIS or ACSS or ACS or ACE or ACSA
  • 5 years' experience with Avaya Communication Manager. Versions 7/8 is preferred.
  • 5+ years of experience with call center technology, voice systems and voice networks with emphasis in VoIP systems with both h323 and SIP
  • Experience with Avaya Communications (ARS) and (AAR) enterprise, Avaya Communication Manager (Avaya Aura Platforms) and Adjunct Administration, Maintenance, and Installation
  • Experience in SIP trunks (routing via AAR/ARS) configuration
  • Experience in a complex IT environment with a multi-platform technical environment helpful
  • Experience with VoIP, inbound and outbound voice networks, experience with network protocols and circuit provisioning and standards, understanding of LAN protocols
  • Experience with other Avaya appliances, i.e., Avaya Aura Messaging, Avaya CMS, and Avaya OneX Agent.
  • Proven ability to successfully manage multiple projects and work across all levels in the organization
  • Demonstrated ability to collaborate with project teams and managers as a service provider
  • Proven ability to plan, investigate, design, and implement voice networks
  • Ability to effectively interact with customers to discuss needs and provide solutions
  • A working knowledge of basic telephony, i.e., wiring, cross connects, demarcation points etc.
  • Strong team player and team mentor and clients
Duties and Responsibilities:
  • Provide support to internal teams and clients on voice network and applications
  • Work with clients and internal teams to design and implement call routing solutions
  • Manage and maintain voice network and systems
  • Recommend solutions, improvements, strategy, and architecture for voice network and systems
  • Ensure incident tickets are attended to in a timely manner
  • Responsible for day to day add, move, change, and user troubleshooting.
  • Resolving issues with the Avaya systems remotely
  • Implements and troubleshoots enterprise Voice-related solutions/incidents/system outages
  • Supports voice engineering initiatives for all project-related and ongoing operations support for voice communications services
  • Responds to escalated incidents and service requests from Delivery/Operations Teams
  • Coordinates planned maintenance activities, coordinates/facilitates planned/unplanned service outages, and ongoing project-related support activities
  • Promptly responds to all critical/high and/or incidents or service requests and resolves within service level targets and/or scheduled time frames.
  • Maintain enterprise awareness of system maintenance and outages, as well as world events that could impact IT operations.
  • Recommends and integrate new Telecommunication Voice, Video and Unified Communications technologies
  • Monitors, review, recommend, test, and implement new software revision/feature sets/patch evaluation and trade studies, periodic system refresh
  • Meeting with customer to discuss special tasks (i.e., large moves) and providing solutions when needed
  • Can be available 24/7 or able to respond within a 2-hour period if needed when on-call
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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