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Black Box

3 months ago

Delhi, Delhi, India BLACK BOX NETWORK SERVICES INDIA PRIVATE LIMITED Full time

Job Description :
Implementation and Upgrading of Avaya Aura Products Including :

  • Communications Manger
  • System Manager
  • Session Manager
  • Application Enablement (AES)
  • Experience Portal
  • Contact Center Products (AACC, Elite, CMS)
  • Session Boarder controller (Avaya & Oracle)
  • Understanding of Avaya Cloud & Bridge.
  • Good Understanding of CMS Reporting
  • Integrated and Designer.


 Avaya Messaging Apps
  • Aura Messaging & IX Messaging
  • Troubleshoot L2/3 level incidents on core Avaya products
  • Participate in P1/P2 escalation calls and provide customer timely updates
  • Open tickets and manage escalations with Avaya and/or other manufacturers if necessary
  • Compliance with internal workflow and administrative duties (project task reporting, timesheets, ticket open/close policy, etc)
  • Some travel required
  • Periodic oncall required

Skills :

  • Excellent customer relations/service skills.
  • Communication both written and oral with excellent attention to clarity and delivery of information to a wide audience.
  • Ability to prioritize and handle multiple tasks simultaneously.
  • Strong analytical, reasoning and organizational and project task management skills.
  • Exceptional attention to detail and follow through, including proper documentation.
  • Ability to understand business systems technologies.
  • Excellent Interpersonal Skills
  • Selfmotivated & ability to work on own or with teams
  • Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions.
  • ACIS & ACSS - Avaya Aura Core Components certification preferred.
  • ACIS & ACSS - Avaya Aura Communication Applications certification preferred.
  • ACIS & ACSS - Avaya Equinox Solution with Avaya Aura Collaboration Applications certification preferred.

Experience :

  • 8+ years of Implementation & Support Experience working on Avaya Aura Communications Manager and associated enterprise Avaya products.
  • Proven expertise with Session Manager, System Manager & AES.
  • Expertise with Avaya Contact Center portfolio including EAS, CMS, AAEP
  • Avaya next generation applications such as Equinox, Breeze, etc. a plus
  • Cisco or other networking experience preferred
  • Comprehensive knowledge of technologies found commonly in a Contact Center environment.
  • Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces.
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