System management for all telephony systems including Avaya Contact Centre systems, various voicemail systems, and Call Centre components are among main products to be supported.
Responsible for the administration of the various systems, configuring moves, adds & changes on the voice network.
Responsible for the management and support of incidents and assisting with resolution.
Interfacing with clients and vendors to assess telecommunications requirements and troubleshoot problems to resolution
Provide operational and technical expertise and support to the client as it relates to the above-mentioned systems and applications.
Manage the critical path process to ensure all critical dates for implementation of services as it relates to the above-mentioned applications are met ensuring Client satisfaction
Work with onsite remote staff as applicable and other members of the team in the delivery of voice services
Qualifications / Competencies:
Bi-lingual in French and English is desired but not critical
Experience on Avaya, and/or Cisco legacy or VOIP systems, Voice Mail Systems, IVR, and Voice Recording Technology.
Hands-on experience in supporting complex voice and call center environments
Experience with Avaya IC, Avaya IQ and Avaya Aura Experience Portal is preferred
Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
Knowledge of telecommunications vendors, services and products
Strong knowledge of voice engineering principles and concepts
Experience in Voice traffic engineering and traffic study analysis
Strong PC and Operating System skills (Windows, Linux/ Red Hat), Networking
Rotational On Call for support