Job Description
Job Summary
We are seeking a highly skilled Avaya Communication Specialist to ensure the stability, availability, and smooth operation of telecom services and applications. The role involves managing, maintaining, and supporting the Bank's telephony infrastructure, contact center systems, and related technologies. The ideal candidate will provide expert support, handle troubleshooting, perform system upgrades, and lead the voice platform's technical aspects. This role also includes overseeing outsourced teams and managing vendor SLAs, while ensuring compliance with security policies and standards.
Must Have Skillsets (Mandatory)
- Avaya Systems: Experience with Avaya Communication Manager (6.x, 7.x, 8.x), Avaya Server (S87XX, S85XX, S8300), and Media Gateways (G700, G450, G650, G350, G430).
- Protocols & Technologies: Expertise in VoIP protocols (SIP, H.323, MGCP, H.248) and trunking systems (ISDN, SIP, CO).
- Call Recording & Contact Center Solutions: Proficiency with Avaya Contact Recorder, Verint Witness Call Recorders, Avaya CMS, IVR, Experience Portal, Genesys, and Avaya AES.
- Troubleshooting: Strong troubleshooting skills in voice protocols, trace analysis, and log analysis (MST, Sniffer).
- System Administration: Experience managing Avaya Session Manager, System Manager, AES, and IVR solutions, including call flow design, call routing, and contact center modules (VDN, Skill).
- Telephony & Contact Center Support: Knowledge of Avaya POM, Aspect Dialer, Workforce Management tools (Verint WFM, GMT), and day-to-day administration of contact center systems.
Good to Have Skillsets (Optional)
- Vendor Integration: Experience with IPC Call Manager and Turret Phones, and Verint Witness solutions.
- System Upgrades & Migration: Prior experience in call recorder system migrations and upgrades.
- Cross-Platform Knowledge: Familiarity with Linux, Windows, VMware, and web services for system integration and administration.
- Security & Audit: Knowledge of audit and security standards within the telecommunications infrastructure, including proactive monitoring and maintenance.
Qualifications and Experience
- Education: Bachelor’s degree in a related IT or telecommunications field.
- Experience: At least 6-8 years of hands-on experience in managing Avaya Communication Systems and supporting telecom infrastructure in a large enterprise environment.
- Project Management: Experience managing telecom-related projects, handling change control, and ensuring adherence to security policies and IT standards.
- Leadership & Communication: Strong communication skills and leadership experience in managing outsourced teams and collaborating with internal and external stakeholders.
