Senior Engineer - NCI Avaya Support

Altisource Portfolio Solutions
  • Bangalore
  • Confidential
  • 6-11 years
  • 18 Jun 2015

  • Project/ Program Management IT

  • IT/ Technology - Hardware & Networking, IT/ Technology - Software/ Services, IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description

Job responsibilities:

Primary responsibilities include:

- Troubleshooting and Maintenance of Avaya CM

- Troubleshooting and maintenance of Avaya Audix voicemail

- Troubleshooting and Maintenance of Avaya Hardware - such as Media Gateways, Cards, Medpros

- Troubleshooting and Maintenance of Avaya AES

- Administration of end-points such as Avaya IP Phones, Softphones and Softphones via VDI

- Troubleshooting, Maintenance and Administration of Avaya CMS

- Troubleshooting of Voice PRI related issues and working with different International Telecom Service Providers

- Coordinating with Avaya support vendor for escalated issues and performing troubleshooting with vendor engineers

- Design and implementation of VDN/vector call routing based on the business unit requirement

- Responsible for uptime of Telephony infrastructure

- Responsible for Backup and Restore Operations

- Maintain Established SLA's with customer and client

- Responsible for maintaining all the SLA's with operations.

- Troubleshooting and Administration of Microcall (call accounting)

Must have at least 4-7 years of work experience in the following technologies:

- Expert knowledge of Avaya PBX: Avaya Communication Manager 6

- Voicemail systems: Audix

- ACD platforms: CMS Release 16

- Avaya AES 6.2

- Expert knowledge Avaya Hardware: Gateways, Medpros, DS1 cards, Clans, IPSI, including firmware upgrades

- Call Center design skills, VDNs, vectors, announcements

- Experience with call accounting helpful

- Experience with call recording helpful

- Experience with SIP

- Experience with Soft phone and Soft phone via VDI

Other necessary skills:

- Excellent English Written / Verbal communication.

- Must be able to prioritize tasks effectively.

- Must be a team player.

- Must be able to interact confidently and articulately with external clients, internal business units, vendors, business partners, Project Teams, etc

- Must be able to handle all other duties as assigned.

Job Qualifications:

- Must have a graduate degree (preferably Bachelors in Engineering)

- Avaya certification

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Altisource Portfolio Solutions