!! Need - Avaya Technical Support Engineer in Providence, RI - Interview ASAP !!
Position : Avaya Technical Support Engineer
Location : Providence, RI
Duration : 6+ Months
Skills and Experience Required :
- Looking for a technical support engineer who is skilled in Avaya contact center technologies.
- They must have an excellent understanding of voice and networking technologies and an In-depth familiarization with the following areas in BOLD:
AES Server maintenance and troubleshooting relating to connectivity to PBX and other equipment including Verint, CTI and ICM / Call routing and PBX / CMS connectivity, VOIP, Support of CLANs, Medpro boards
RESPONSIBILITIES
- This position is focused on managing the overall deployment and health of Client call center groups
- This includes support and management of PBXs, AES servers, CMS systems, vectoring and Modular Messaging
- Perform Toll Free management and support through ATT RouteIT and ATT business direct
- Coach Junior Call Center Analysts and Telecom Analysts ensuring complete and thorough coverage of all call center related issues and requests on an enterprise level
- Work very closely with Contact Center Technology teams to ensure support and maintenance is synchronized between the groups
- Respond to user trouble tickets related to call center within service levels.
- Responsible for building, documenting and testing voice related disaster plans for the Client Call Center environment.
- Assist business lines in determining the most effective use of call center routing; build new routing plans and support implementation of new related initiatives through IMACD process
- Build Toll Free number routing plans and terminations in ATT RouteIt application as well as manage call control routing of Toll Free numbers across enterprise through ATT Business Direct
- Build, test and support of Call Center Disaster Recovery plans
- Provide support to all IP phones, IP softphones and vpn phones
- Manage installation and maintenance of Avaya ACD hardware and software
- Coordination/monitoring of vendor maintenance requests and activities
- Maintain user profiles for CMS Supervisor as well as provide training and support to CMS Supervisor usersPerform VAL manager backups of all announcements, record and export announcements when requested
- Work with communications carriers and technicians to resolve carrier problems
- Provide high level technical support for Analysts as needed
- Daily health checks on all call center related systems and monthly backups to CMS and verification of scheduled archiving jobs
- Fully document call routing, messaging and project plans
Regards,
Chris Roe - Staffing / Human Resource Manager
Desk No : 415-251-3968 | Email : chris@itbtalent.com
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