Position Summary
This position is responsible for the operational support of complex voice network solutions. This position requires a thorough understanding of Avaya and Cisco call center telephony environments. Knowledge on Avaya Communication Manager, Avaya Session Manager, Cisco Call Manager are a requirement. Oracle SBCs, Avaya Call Management System and Avaya Media Servers are additional skills that are highly valued. The successful candidate will be a self-starter who exceeds with little supervision and has the vision to increase reliability across the platforms.
Responsibilities
- Responsible for timely resolution of alarms via Prognosis and customer reported issues.
- Focus on improving overall reliability of Telephony systems
- Collaborate closely with peer IT organizations helping to influence, guide and direct technical outcomes; ensuring mutual strategy alignment
- Collaborate across the IT organization to provide end-to-end solutions.
- Troubleshoot complex platform issues that are causing impact to production system.
- Identify proactive activity that will drive down production impacting issues
Working Conditions
- Location: Charlotte - hybrid
- No Travel
Basic/Required Qualifications
- Minimum of five years of experience in Information Technology with at least four years of Telephony support/design experience
- Experience with large scale call center engineering and operational support
- Understanding of communication technology and fundamentals.
- Ability to work well within a team; good interpersonal relational skills
- Effective verbal & written communication
- Experience in coordination with multiple groups, companies, and people simultaneously
- Demonstrated ability to work productively with little direct supervision.
- Demonstrated organizational and time management skills
- Ability to effectively prioritize multiple tasks
- Willingness and ability to learn new skills
- Adherence to Change Management practices
- Strong interpersonal skills to support successful performance in a team environment
Desired Qualifications
- Experience with the following voice network hardware/software solutions:
- Avaya Communication Manager, Application Enablement Server, Session Manager, System Manager
- Cisco Unified Communication Manager, CUBE, Unity, Meeting Server, UCCE
- Oracle Session Border Controller
- Verint Call Recorder
- Advanced working experience with technologies and protocols such as H.323, H.248, CTI Links, SIP, APIs
- Experience with call vectoring and routing
- Experiencing integrating different collaboration technologies together
Sr. Project Manager