Avaya Telecomm Specialist

Differentiate yourself in your career with a company that is outthinking and outdoing the competition everyday. Apply now to join Convergys, the global leader in providing customer care, human resources and billing services.

Avaya Telecomm Specialist responsibilities include:

Strong Avaya system skill to provide advanced system administration for ACD, and PBX to include design, configuration and policy design, programming of the PBX and adjuncts. Cisco voice skills would be a plus.

Provide advanced technical expertise in support of managementsoftware/hardware installationproblem resolution and monitoring and management of PBX and peripheral devices.

Principal Duties and Responsibilities:

Desktop/Server/TelecomOversee day-to-day, user support of PBX, ACD and peripheral devices in administration and maintenance.Provide advanced technical support and configurations for MAX, CCR, Voicemail, Audix, CCMS, E-Talk, CTI, Eyretel, Symposium, MAPD, CMS, and SMDR hardware and software.Support installation and development of test software and hardware for business units.Serve as a key team member using existing technical knowledge and skills to perform specific Beta testing and installation independently.Support specific ACD and PBX based tools that may deal with systems monitoring features, automated inventory tools, remote control configuration, remote access, and other systems tools.Lead field trials for new software and hardware applications.Provide advanced system administration for ACD, and PBX to include design, configuration and policy design, programming of the PBX and adjuncts.Independently install PBX equipment, T1 terminations, etc. and solve more advanced voice related problems.Will ensure accurate call billing from carriers for all voice and data communication charges.Will ensure efficient and accurate routing of client calls to Convergys, Client and other centers.Provide support to remote locations.Data Network /WiringOversee support and maintenance of facility wire infrastructureAnalyze systems for accurate isolation. Identify and resolve customers access issues.Troubleshoot and resolve advanced ACD and PBX problems.DocumentationInitiate and lead team efforts to provide end user training, one-on-ones or in small groups, for the purpose of enhancing the effectiveness of online projects.Lead team efforts to establish, document, and implement software installation standards.Lead initiatives to ensure site telecom rooms are mapped and well documented.Responsible for implementing site disaster recovery processes (integrity of daily backups).Manage, support, and coordinate local business continuity activities. GeneralLead team projects, establish priorities, assign and complete tasks within given time frames, and provide status reports to upper management.Provide leadership to other Technicians in managing events in a control center environment; act as mentor to B2 Senior associate and below.Provide on-call technical support via pager as required.Work escalated and advanced Vantive trouble tickets and service requests as assigned by manager.Determine priority of action based on severity of service disruptions and respond appropriately.Coordinate day to day workloads of technicians, possibly at multiple sites, to ensure that work is done correctly and meets SLA’sManage Network Services projects.Provide new site installation support.Help support the technical needs of multiple sites in the organization .