Position Summary:

The Unified Communications (UC) Technician is responsible for aspects of maintaining, configuring, and sustaining the Avaya Aura VoIP environment including:  operations and maintenance of existing UC environment and assist with configuration of Avaya hardware/software and associated platform. In addition, the UC Technician will possess some knowledge of unified communications, networks, and telecommunications.  Understanding local area network/wide area network (LAN/WAN) operations are required to ensure optimum configuration and operation of all integrated systems.

Overall Responsibilities:

• Assist engineers in maintaining, configuring, and sustaining the Avaya Unified Communications environment (VOIP, Contact Center, and other Collaboration technologies)
• Call Flow Design in interaction (ACD, CTI, IVR) for AVAYA and GENESYS
• Ability to diagnose, research and resolve problems as directed by engineers associated (but not limited to) with Avaya PBX, Avaya ACD, Voicemail, network trunking, Avaya Vectoring language, CTI systems, Avaya AES, Avaya EMC, VOIP and SIP technologies and software, Nice Call Recording systems, Cisco network switches, IP addressing; Cisco UCS, VMWare, Microsoft OS, and Avaya application software.
• Resolving Level 1system incidents, and maintenance tasks on the systems listed:
• Testing and troubleshooting of transmission facilities (IT/ACD, OC48, T3, T1 PRI, SIP and DS0).
• Assist and collaborate with Network and UC Engineering teams to assist in development of network design for all UC applications.
• Responsible for participating in projects per plans.
• Keeps abreast of new developments in the industry and gains an understanding on how new and emerging technologies are implemented.
• Coordination of the setup of IT-/ACD-workstations (Genesys/Avaya soft clients, hard phones,..)
• Planning and coordination of workplace relocations/business lines
• Responsible for ensuring the operational readiness of the IT and ACD networks via monitoring systems and UHDs
• Software distribution / security management (patches, etc.)
• Carrier Service Numbers Management
• System management and backup
• Maintain customer and internal communication
• Ensure quality compliance
• Management and maintenance of communications systems in the call center environment of the region
• Extended fault processing of IT and ACD networks via monitoring systems and UHD, ensuring availability of systems
• Configuration and administration of new business lines / services
• Comply with the ratios/objectives established in the service (KPI, SLA, SolveIT)
• This position may require travel by air, car and/or other modes of up to 50% of the time.
• Performs other job related duties as assigned.

Job Requirements:

Required:

• High School diploma
• 2 years or greater direct relevant technical experience may be substituted for education.
• Basic understanding with Voice Gateways (analog, digital and SIP) and dial plan design.
• Familiar with and can learn to support Avaya Aura Conferencing, Avaya Aura Messaging, Avaya Aura Contact Center Avaya Session Manager, Avaya System Manager, Avaya OneX,
• Basic understanding of and ability to assist in configuration of Quality of Service (Campus and WAN).
• Basic knowledge of IP Subnetting, QoS/CoS and IPV4/IPV6 model.
• Basic knowledge of Avaya Aura Conferencing, Avaya Aura Messaging, Avaya Aura Contact Center Avaya Session Manager, Avaya System Manager and Avaya OneX and Avaya Communication Manager.
• Excellent interpersonal skills and the ability to work within all levels of the organization. Solid understanding of networking concepts and project management skills.
• Ability to successfully handle multiple priorities simultaneously.
• Ability to work extremely flexible hours and support on-call duties and shift work may be required.
• Additional work hours beyond normal duty hours may be necessary, at times, to complete the weekly workload based upon the discretion of the supervisor.
• On-call availability during off-hours in the event of service problems with the system.
• Effective time management to allow for involvement in special task order projects as assigned by the supervisor
• Works with other team members, including cross-functional teams, business users, and vendors.

Preferred:

• Bachelor’s degree in IT or related field.
• Project management experience.
• Experience in contact center operations.
• Basic knowledge of routing and switching including Voice Gateway and LAN switch configuration and troubleshooting as it relates to the VoIP environment.
• Basic understanding of Cisco UCS, VMware and Microsoft OS.
• Strong computer skills with emphasis on Microsoft Visio, Microsoft Excel, Microsoft PowerPoint and word processing