Carrer

Position: Enterprise Architect
Location: Salem, VA
Duration: 6+ Months
Interview: In-Person only (Confirmation needed candidate can attend F2F)
Rate: Upto $55/hr on C2C/1099

5+ Years experience

**candidates local to the Salem, VA area strongly preferred.
**In-Person interview only

This position will be providing technical support at the CSCs in Salem and NoVa. Position is responsible for providing technical support to include, administering out of scope servers – physical/virtual infrastructure, Windows/Linux OS, ADUC, SQL Databases, network switches/routers, Avaya environment, to include installation, configuration, maintenance, including patching and monitoring, as well as creating architectural diagrams, system documentation and other procedural documents. Work closely with CSC Business owners and IT Systems Engineering Manager. Also responsible for backup and recovery, support for the Avaya Elite Multichannel, network analysis and diagnostic utilities and experience in command line scripting and PowerShell. Detailed Duties include: Ability to define and run reports using the Avaya Call Management System (CMS), to design and manage call flows, to manage users of Avaya CMS, WFO, Microsoft Dynamics and SharePoint services, to configure and support the One-X-Agent (remote call center agent) software. Candidate will work with the VDOT CSC, Residency, and Emergency call-taker staff to set-up remote agent workstations and phones for daily operations and severe weather events (including Avaya One-X Agent and Elite Multichannel software and external phone systems). Candidate should have the ability to translate and describe technical issues in easy-to-understand terms for consumption by all stakeholders. Ability to troubleshoot analog, VOIP phone problems and manage SIP trunks.
Ability to design, implement, and troubleshoot system backup and restore operations. Troubleshoot and resolve call routing problems. Ability to manage, monitor and troubleshoot LAN/WAN connections. Ability to configure IVR and automated attendant systems (hosted & internal), to provide technical support for a variety of business applications, including IE, Avaya Elite Multichannel (EMC), Avaya One-X Agent, Avaya/Verint WFO, Customer Service Center (CSC) 2.0 and Asset Mgmt. System (AMS). Ability to provide remote support for the NOVA CSC, Remote CSC & Residency staff, and emergency call-takers. Ability to perform Root Cause and Post-Mortem analysis and reporting. Ability to support the training of call-takers and system users statewide. Responsible for implementing and maintaining database servers that are OOS to VITA/NG.

Ability to provide 24/7 support for call center operations (server & desktop support).

5+ Years experience

System Equipment Knowledge:
- Cisco network switches, routers, & firewalls
- VMWare vSphere (including vCenter & vSwitch technologies)
- SAN & NAS systems (Dell preferable)
- Avaya Aura Communications Manager (CM)
- Avaya Enterprise Survivable Server (ESS)
- Avaya Elite Multichannel (EMC)
- Avaya Call Management System (CMS)
- Avaya System Manager (SMGR)
- Avaya Session Managers (SM)
- Avaya G450 Gateways
- Avaya Session Border Controllers (SBC)
- Avaya/Verint call and screen recording and workforce optimization systems (Witness, Quality Monitoring, etc.)
- IVR systems (internal & hosted)
- Windows & Linux (RHEL, CentOS, Debian/Ubuntu) servers
- Web servers (Apache, Apache Tomcat, & MS IIS)
- Email servers (Exchange, SquirrelMail, Postfix, etc.)
- DNS servers (BIND & hosting provider-based)
- Database servers (MSSQL, MySQL, AmandaDB, Postgres)
- Active Directory & Samba file-sharing/authentication servers
- Syslog servers (Syslog-NG)

Experience:
- Experience creating systems and procedural documentation
- Experience creating end user documentation for routine tasks
- Experience providing local and remote technical support in a call center environment (preferred)
- Experience providing technical support for Avaya Elite Multichannel (EMC)
- Experience working with system owners to define system functional requirements
- Experience developing backup and recovery strategies using a variety of tools/techniques
- Experience with network analysis and diagnostics utilities (WireShark, TShark, NMAP, Fiddler2, etc.)
- Experience with project management (preferred)
- Experience with command line scripting & system automation in Windows & Linux environments (preferred)

* Good communication and interpersonal skills.

If you are interested in this job position mentioned please respond with your resume in MS word format with these details.

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Thanks & Regards,

Shiva Kanth
Talent Acquisition Specialist
Sygna Technologies, Inc.
Email id: recruiter01@sygnatechnologies.com
Gmail Id: shivakanth.sygnatechnologies@gmail.com
Contact no: 925-666-0100