Sr. Telecom Support Engineer (TCF)

Job Title:

Job Description

We are seeking a skilled and experienced Avaya Voice Engineer to join our team. The ideal candidate will be responsible for designing, implementing, and maintaining Avaya voice solutions to ensure seamless communication systems. This role requires deep technical expertise in Avaya platforms, strong problem-solving skills, and a commitment to delivering high-quality solutions for our clients or organization. Knowledge of additional platforms like Microsoft D365 and Genesys Ccaas would be an advantage for this position.

Key Responsibility.

• Knowledge of Avaya ACD, AES, CMS, System & Session Manager maintaining and troubleshooting
• Knowledge of Verint/any other Recording Platform maintaining and troubleshooting etc.
• Knowledge on SIP Technologies like ACME SBCs, Cisco etc
• Aspect/Genesys Dialers, Cisco CUCM/CVP, Asterisk etc
• Effective communication skills and good documentation skills to produce Voice related documentation
• Understanding of ITIL V3 guidelines, Service Level Management etc
• The position requires good organizational skills, attention to detail, the ability to troubleshoot and logically solve problems
• Change Management, Incident Management, Problem Management, People Management
• Budget forecast capex and Opex of the Network requirements.
• Design, solution & standardization of Voice infrastructure.
• Validate Customer Audit documentation.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Operational Requirements

• Provide 24x7 operational support of Voice Devices, capacity planning, conduct infrastructure audits, configure security policies etc.
• Provide troubleshooting support to maintain all Voice systems and monitor them proactively to ensure that production downtime is minimized
• To ensure an effective communication process is in place with all the stakeholders including vendors, server, Network and Operation support teams. Drives project towards standard and automated infrastructure solutions that reduce cost, improve service delivery, and boost effectiveness
• Provide Level 2 support for unresolved and multi-geo impacting Sev1 issues
• Help in preparing RCA for Sev1 Incidents
• Solution Design for new Site Setups, Core Level Voice technologies etc
• Standardization and optimization initiatives & roll-out
• Derive & deploy enterprise level changes
• Provide resolution to chronic Voice issues
• Provide RFP/RFQ/RFI support to IT Solutions team
• Represent CNX in technical calls with customers for design or RCA discussion
• New product and technology evaluation.
• Create and publish configuration and design templates
• Control access to Voicedevices across Level 1 administrators
• Provide technical inputs to providers for any changes and new requirements
• Provide troubleshooting support to maintain all Voice systems and monitor them proactively to ensure that production downtime is minimized
• Review RCA for Sev1&2 Incidents

Knowledge & Experience

• Solid knowledge in IT leading practices, methodologies processes, and control framework, including but not limited to ITIL
• Strong working knowledge of Voice technologies and services including: Avaya ACD, AES, CMS, Verint Recording Platform, System/Session Manager
• ACME SBCs, SIP
• Aspect/Genesis Dialer, Cisco CUCM/CVP

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