Avaya Voice Support Engineer

Job Description

Req ID: 107658

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Avaya Voice Support Engineer to join our team in Warsaw, Śląskie (PL-SL), Poland (PL).

Avaya Voice Support Engineer

Warsaw, Poland

Competitive Salary

Person on this position will be an interface for internal customers and other technical groups for voice related technical, informational and procedural assistance in all cases when their subject matter expertise is required. Responsibility for the quality and timely processing of all maintenance activities on all supported voice platforms Globally. Ensure that all related tasks are handled in a controlled and compliant manner against all internal policies and procedures, and external rules and regulations.

This Information Technology position is responsible for providing tier three technical trouble resolution for the Voice/Contact Center platforms utilized by multiple Citi entities, providing technical support for enhancement projects related to the Voice systems, system monitoring, and project management.

Primary focus will be on the Contact Center infrastructure and its proper operation, configuration and support. Candidate will be required to work with all levels across various disciplines on project execution and problem solving. It is a critical requirement to work in cross-functional teams within Information Technology and the business; interfacing with the Operations System Support staff, Technology Assistance Center, Service Engineering - Recording Solutions team, System Engineers, and with the vendors.

The functional duties of this position include trouble-shooting, request fulfillment, remote support, trouble ticket escalation, monitoring and follow-up throughout the resolution cycle for all supported voice product across the Globe. The EUV&CC Level 3 Team will consist of Technical Engineers with deep knowledge (level 3) that can support all Voice products equally.

Responsibilities:

• Acting as Level 3 expert with most complex issues and project tasks
• Leading the design and execution of system enhancements projects for the Contact Center platforms
• Providing technical guidance to colleagues and document new, as well as update existing, policies and/or procedures
• Facilitating the use of new technologies and tools to improve the Contact Center Platforms trouble resolution process
• Ensuring vendor hardware and software applications meet Citigroup standards
• Appling the appropriate standards, processes, procedures, and tools throughout the development life cycle
• Working with development team supporting applications and systems which interface with the Contact Center systems to resolve issues as well as implement improvements
• Participating & driving certifications on Voice technology add on products for multiple applications/solutions
• Assisting in audit and compliance efforts for department, including risk review, self-assessment, COB/business monitoring
• Participating in monitoring and support of end user products by intercepting alerts and ensuring proactive communication with end users
• Providing operational support to the Infrastructure related to the Voice products

Qualifications:

• Extensive technical knowledge of the Avaya solutions
• Strong technical support skills with a minimum of 5+ years’ experience supporting, troubleshooting, and configuring Contact Center systems
• Experience in supporting Avaya Telephony Systems (Communication manager, AES, CMS, IVR)
• Experience in supporting Voice infrastructure
• Good understanding of VoIP architecture and protocols including SIP and H323
• Good understanding of SIP trunking and traffic erlang calculation
• Good understanding of IP network (Switching and Routing)
• Knowledge of IP addressing and Access Control Lists
• Excellent communication skills – verbal and written
• Strong problem solving and analytical skills
• Fluent English

Knowledge/experience of the following are a plus:

• Experience in supporting Session Border Controller preferred ACME Packet, Oracle, Covergence
• Windows Server, Linux (RHEL) and Solaris OS systems
• Contact center solutions including IVR, Aspect Dialers

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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