SPECIALIST Job Description

Posted today

SPECIALIST

HCL Technologies - Anderson, SC

Job Description (Posting).

Avaya Voice JD- L2

3-5+ years of experience in Voice Technologies, especially in Avaya Voice .
oBasic understanding of Avaya CM & Aura Messaging 6.x & 7.x.
oHands-on experience on Avaya CPOD solution.
oGood understanding on Avaya Legacy systems. Non-Voip Telephony solutions.
oGood understanding of Avaya H.323 and SIP endpoint Registration and Troubleshooting.
oMust be able to add stations, Trunk groups, Route pattern and ARS/AAR table.
oGood understanding of AAM Voicemail services & user provisioning.
oGood understanding of VoIP, H.323 and SIP services.
oGood understanding of integration of 3rd party apps such as CDR, RightFax, Directory Services, Paging Services, Wallboards
oMust be able to diagnose call failures on VoIP and POTS and assist L3 on the analysis
oShould be able to jump on P1 bridges and drive the technical troubleshooting bridge.
oExpert level experience in handling Avaya IP telephony Network Infrastructure.
oGood understanding of ACD call flows and Vectoring knowledge with wallboard integrations.
oGood understanding of Avaya CMS Architecture and integration with Avaya CM
oGood understanding on Agents provisioning on Avaya CMS and fetching CMS reports
oIndependently resolve tickets within SLA, coordinate with Telco for Circuit issues and DIDs
oMonitor Voice network via Monitoring tools like Solar wind, Nectar, Prognosis etc
oExperience in providing logs to Avaya support team and resolve critical issues in timely manner
oExperience in PSTN trunking, SIP trunking with Avaya and other IP PBX ( Onnet/Offnet ) calls
oProvide assistance to WebEx conferencing solution
oHands on experience User Facing Features support and daily operation health check and monitoring

KEY TECHNOLOGIES:
Avaya Communication Manager, CPOD, Aura Messaging
SIP, H.248 and H.323.
ACD call flow knowledge.
Basic understanding on Network LAN/WAN, routing and Switching.
Legacy Voice Devices- Alcatel, Nortel, Merlin Magic, Siemens, Samsung, Mitel, Toshiba, Panasonic, NEC, Rolm etc
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases