Avaya SME - Lansing, United States - Saxon Global

Description

Role: Avaya SME

Location: Lansing, MI (Onsite)

Job Type: Fulltime (USC & GC)

Job Description:

Position will perform support for the IP Telephony services, including:

• Installation, configuration operation and maintenance of IP Telephony equipment and systems. Routing testing of all IPT equipment and software.
• Call Configuration support for existing IP Telephone.
• Escalating the Calls to Service Desk for OEM / Partner support for break-fix and configuration changes in the existing solution
• Troubleshooting of Hardware and Software issues
• Co-ordination with vendor for Hardware Break-Fix support, work with TAC for Major Incidents
• Manage mission critical UC and CC Environment for ~5000 user base.
• Administration of Telephony, Onsite and remote end user administration
• Responsible for installing and resolving issues related to Unity Voice mail, Voice Mail Profile, Voicemail Templates and Auto Attendant.
• Fault and performance management
• Incident, change, and problem management
• Provide need basis on-call services support outside of regular client business hours.
• MIS reporting.
• Ensuring SLAs / KPI.
• Expertise in performing version upgrades, migrations between on Central Call Managers

• 10 to 12 years of experience in handling Enterprise Telecom/ VOIP operation as a SME.
• Minimum 10+ years of experience in managing Avaya, Cisco and MS Teams UC and CC technologies.
• Good knowledge of VOIP Networking, network protocols and routing.
• Good working knowledge on Call Managers, CUCM, CUCME, Avaya IP Office IP-500 V2, Voice recorder
• Demonstrated thorough understanding of Voice Gateways, Protocols (H323, SIP, and MGCP, CCS, CAS) in providing solutions to customer.
• Assess and analyze Call Flows, network quality issues, security, SIP, SCCP, H.323 and MCGP protocols.
• Circuit Type -DTI (E1/T1), PRI (E1/T1), BRI
• Knowledge of IPT Network.
• Basic ITIL.
• Good communication skills.