BT Group
Location
Gurgaon | India
Job description
Avaya Voice Engineer (2nd and 3rd line Voice engineer)
Purpose of the Role: Our purpose is to use the power of communication to not only make a better world but also for us to be number one for Service in the European business market. This will be achieved by doing our best for our colleagues and our customers, building the best networks and doing the best for our country, society and our communities. This role provides technical support and managed services to our customers through the use of network technologies, 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication. The role requires a skilled technical engineer who is an innovative, engaging, driven individual and has a proven record of achievement. Your Accountabilities: You will get involved in a broad range of the Avaya applications including inbound/outbound voice, multimedia, Avaya CM, CMS, AES, SM, SMGR. This is a customer facing role that will involve a mixture of working on customer site and company. You will join the Avaya practice responsible for managing and supporting a variety of Avaya call canter platforms and projects. You will be part of the team responsible for support and maintenance, troubleshooting, incident, problem and change management, and delivering small to medium scale upgrades and enhancements for the customer’s Avaya platform. Your Accountabilities: Over 8+ years of experience as Technical Specialist, specialized in Avaya IPO PBX & Genesys Contact Center Engineering Hands on experience in Configuring & Troubleshooting of Avaya IPO, IPOCC, ACCS, ASBCE, Equinox, XT5000, Elite 6105, Elite 6110 and Desktop Server. Good Knowledge of Avaya Communication Manager S8300, G450,VDN, Vector's & Avaya Enablement Services Configuring VMware, Creating Virtual Machines & Installation of OS for IP Office and IPOCC Implementation Expert-level knowledge of Avaya Media Servers, Virtual/System Platform, MCC/G-Series gateways, ESS, LSP and Avaya adjuncts Expert-level knowledge of Avaya UC, System/Session Manager, Communication Manager, IP endpoints, SIP, H.323 Troubleshooting day to day issues logged by clients, through remote Support. Checking backup and managing reports in daily basis. Scheduling maintenance activity like Patch update, firmware upgrades for all Avaya server and circuit packs. Creating and trouble shooting for inbound and out bound call flow. Configuring and Troubleshooting ISDN PRI trunks and SIP trunks Changing the route for call flow as per process requirements Hands on experience on Phone Billing Software like Telesoft (CDR). To generate and assigned the Authorization code for the user Configuring & Troubleshooting of Avaya Server CM/CMS/AES/Softphone. To handle issue on Video conference call To handle the Avaya phone issues. Experience in Avaya SBC. Strong experience in Avaya IPO solutions including but not limited to ACD, CMS, WFM, Verint Experience with call routing; ARS, AAR, VDN, Vector programming Experience with VoIP monitoring tools Experience with Avaya messaging platforms (Aura Messaging, IEX Messaging, etc.) SIP and URS, Interaction Chat logs. Genesys Framework, Routing and Reporting, WDE. Genesys Info Mart and Interactive Insights. SIP and URS, Interaction Chat logs. Outbound solution. Genesys eServices. Genesys WFM. Softphone applications. Use your knowledge to influence the way we address day-to-day technical challenges. Familiarity with ITIL processes. Broad IT understanding including networking, servers, operating systems and databases. Excellent interpersonal and communication skills to mentor and manage teams, deliver training and workshops. Ability to independently work on assigned task such as resolving an incident / problem, working through the requirements for an work order. Excellent written skills to compile reports and documents Self-motivated and self-managed. Critical thinking. Shift Work and required 24X7 work in the team rota. Location: Gurugram. Experience: 3 to 8 years. Email: [email protected]Job tags
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