PRIMARY FUNCTION : Provide daily support, maintenance and administration for the company's telecommunications equipment and all related telecommunications systems, in a manner that minimizes office and business interruptions.
PRIMARY RESPONSIBILITIES : Provide support coverage for multiple locations during designated shifts including night shift and be on-
call during remaining shifts as needed, supporting 24 x 7 operations. Work in resolving tickets, outages and reported problems.
Responsible for maintenance, installation, setup, the roll-out of Teleperformance Telephony infrastructure (ACD, Avaya, CMS, SBC, Voicemail, and other Contact Center Applications).
Train new employees on how to use the company's voice switches, SBC, CMS, and other voice systems. Create, Maintain, and Report on the Avaya Call Management System (ACD) including Call Vectors and Scripts for internal and external clients.
Ensure the accurate and timely preparation, processing, distribution, and retention of all ACD Client Reports and records.
Diagnose and resolve all voice-related problems and outages. Complete and maintain monthly backups for all telecommunications systems.
Develop and direct programs to ensure the efficient and cost-effective operation of all telecommunications systems and services.
Schedule necessary repairs with telecom vendors, as needed ensuring that all repairs are completed in a timely manner. Complete special projects and assignments as required.
Perform other duties assigned. Education : Bachelors degree in Computer Science, Computer Engineering or Electronics & Communications Engineering or Technical Certification in Avaya Experience : Complex voice and data network, VoIP, SIP experience.
5+ years experience with Avaya Aura Systems, SBC, Call Management System hands-on administration experience with such systems required, Avaya Aura Basic Administration and CMS / ACD Certification preferred.
Knowledge : Strong knowledge on telephony and Avaya PABX system including call vectoring and routing other ACD system experience acceptable.
Knowledge of telecom voice circuit provisioning (SIP, VoIP, T1s, ISDN, DS3, MPLS, etc). Avaya Sipera, Oracle SBC administration.
Knowledge of Avaya Call Management System (CMS). Knowledge on Linux command and logs analysis. Basic VMware troubleshooting.
Knowledge of LAN / WAN, VoIP, MPLS, VPN and basic networking and routing. Asterisk administration, include adding / modifying IP endpoints, voicemail, conference bridges.
Skills : Excellent English communication skills (reading, writing, and speaking). Accurate and prompt handling of telecom administration work and solving related problems.
Strong troubleshooting skills. Ability to understand priorities and use time wisely, always working first on the things that makes the greatest difference.
Ability to change focus quickly as the changes in day-to-day business requirements. Able to recommend alternative solutions to improve service.
Ability to quickly grasp new concepts and techniques. Extreme discretion in the handling of confidential information. Ability to effectively communicate with all levels of staff and management.
Strong interpersonal and customer service skills. Others : Ability to work with little or no supervision once priorities are set.
Able to be on-call as needed for telecom outages. A positive, supportive attitude that supports the teamwork and collaborative efforts of the IT Department and the Company.