Sr. VoIP Engineer/Avaya – |
Boston, MA., 12 Months +,
Face to Face interview after successful telephone interview.
The incumbent of this position will be assigned to Information Technology and will report to the IT Telecom Manager. This person will be the key liaison for day to day operations and application support for all aspects of the Avaya Aura systems and associated adjuncts. Established hands on troubleshooter in Avaya VoIP telephony environments.
This includes integration support among the Avaya S8800, LSP & ESS systems and any other vendor escalations. Daily monitoring and maintaining telephony enterprise and assuring maximum system uptime, component patching, alarm resolution and disaster recovery and continued operations planning. Work very closely with the MassDOT OneVoice (Genesys) and support for Contact Center Managers, Agent and other IT staff to help translate client requirements into system configuration.
Responsible for monitoring systems and satisfy reporting needs to the OneVoice (Genesys) users. This candidate will require good working knowledge and background in Contact Center technologies and operations. This individual will need to have expert knowledge of VoIP & SIP technologies.
Resolve telephony service interruptions with minimal supervision. This includes working with vendors and communicating status updates to telecom management. Proactively analyze, troubleshoot and resolve telecommunications system alarms and circuit issues in a timely manner. Perform routine system administration and hands-on maintenance for local and remote locations with no impact to the end-user community for go live day.
Provide telecom management with monthly reports detailing overall system health, performance and alarm logging. Maintain documentation for all telecommunications systems such as toll-free numbers, VDN routing, trunking, and voice announcement scripts. Mentor and develop skill sets for Jr. and Mid- Level Telecom Analysts.
The successful candidate must be capable and comfortable with working in a team setting; sharing knowledge, skills and specific abilities in an effort to enhance overall team proficiency. Also, the successful candidate will be expected to perform other related duties as directed, but not limited to system backups, system archival; non technical duties as, meetings, conference calls, IT related material deliveries, routine server room organization. Hours may vary due to the dynamic nature of Call Center Operations.
The skill set of this individual that MassDOT is looking for would be a Tier 3 hands on Engineer expert knowledge of the Avaya Aura platforms.
Additional responsibilities include but are not limited to:
Works with team members and business units to maintain an enterprise wide, converged voice strategy and unified dial plan
Ensures high availability of our critical Contact Centers infrastructure
Assists in maintaining high availability of critical voice services located in remote offices
Willingness to travel to remote office locations for expansions, and other infrastructure changes
Evaluates new and emerging voice, video and mobile technologies; recommends solutions that address business unit objectives within the organization
Acts as a liaison for internal customers and third party vendors
Mentors and maintains a close working relationship with the other Tech Ops engineers within the team
Administer and manages hardware and software upgrades to our voice systems
Creation and maintenance of documentation and processes
Responsible for full Telecom disaster recovery support
Work with Telecom Vendors to establish and manage relationships and services
5+ years of hands on experience and strong knowledge of Avaya Systems S87xx Media Servers, G450 Gateways, Avaya Session Manager, AES (Application Enablement Services), SES (SIP Enablement Services) Avaya Aura Communications Manager and adjuncts, Avaya Modular Messaging, VoIP implementation, QoS and best practices, Avaya One-X Mobile & EC500
5+ years of hands on Knowledge / Experience of Voice over Internet Protocol (VoIP) and IP trunking concepts, topology design VoIP media RTP/RTCP
5+ years of hands on VoIP/SIP support experience a must
5+ years of hands on experience in the design and troubleshooting of enterprise-class Telephony and LAN/WAN environments
Technical experience and competency with the following: Data Networking; VoIP & Quality of Service H.323 & SIP endpoints; DHCP; VLAN
Experience with Verint (Witness) Screen Capture Recording solutions
Avaya AES integration to Genesys T-Server experience
Genesys SIP Server integration to SES/Session Manager experience
Working knowledge of TCP/IP, IPSEC, SNMP, Syslog, HTTP(S), SSH, DHCP, DNS, RDP, LDAP, ICMP, SMTP protocols are all very helpful
Capable of managing special assigned projects
Excellent oral and written communication skills
Good interpersonal and customer facing skills
Excellent problem solver with strong trouble shooting skills
Ability to work with minimal supervision
Prior experience mentoring co-workers and/or internal customers to transfer technical knowledge a plus
Prior experience in technical documentation tasks a must, systems maintenance and business continuity processes a plus
Knowledge of one or more of the following disciplines:
Carrier SIP Services
Verint (Witness) Screen Capture Recording solutions
(Client) Acme Session Border Controllers
Distributed network sniffers/analyzers
Genesys SIP Server integration to SES/Session Manager
Avaya AES, integration to T-Server
Contact Center Reporting using Genesys (URS, CCA, Infomart, CCPulse+)
Avaya Certified Solutions Architect (ACSA)
Avaya Certified Expert (ACE)
Avaya Certified Implementation Specialist (ACIS)