Avaya Expert

Job Summary:

As an Avaya SME, you will be responsible for providing support for IP Telephony services, including installation, configuration, operation, and maintenance of IP Telephony equipment and systems. You will also be responsible for routing testing of all IPT equipment and software, call configuration support for existing IP telephones, and escalating calls to the Service Desk for OEM/Partner support for break-fix and configuration changes in the existing solution. Additionally, you will be responsible for troubleshooting hardware and software issues, coordinating with vendors for hardware break-fix support, and working with TAC for major incidents. You will also manage mission-critical UC and CC environments for a user base of approximately 5,000 users. Your responsibilities will include administration of telephony, onsite and remote end-user administration, installation and resolution of issues related to Unity Voice mail, Voice Mail Profile, Voicemail Templates, and Auto Attendant. You will also be responsible for fault and performance management, incident, change, and problem management, and providing need-based on-call services support outside of regular client business hours. You will also be responsible for MIS reporting and ensuring SLAs/KPIs. The ideal candidate will have a minimum of 10-12 years of experience in handling Enterprise Telecom/VOIP operations as a SME, with a minimum of 10+ years of experience in managing Avaya, Cisco, and MS Teams UC and CC technologies. The candidate should have good knowledge of VOIP networking, network protocols, and routing, as well as good working knowledge of Call Managers, CUCM, CUCME, Avaya IP Office IP-500 V2, Voice recorder, and demonstrated thorough understanding of Voice Gateways, Protocols (H323, SIP, and MGCP, CCS, CAS) in providing solutions to customers. The candidate should also be able to assess and analyze Call Flows, network quality issues, security, SIP, SCCP, H.323, and MCGP protocols, and have knowledge of IPT Network and basic ITIL. Good communication skills are also essential for this role.

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