Avaya Aura Cc Sme

Who We Are At Kyndryl we design build manage and modernize the mission-critical technology systems that the world depends on every day So why work at Kyndryl We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable inclusive world for our employees our customers and our communities The Role As a System Administrator at Kyndryl you ll solve complex problems and identify potential future issues across the spectrum of platforms and services You ll be at the forefront of new technology and modernization working with some of our biggest clients - which means some of the biggest in the world There s never a typical day as a System Administrator at Kyndryl because no two projects are alike You ll be managing systems data for clients and providing day-to-day solutions and security compliance You ll oversee a queue of assignments and work directly with technicians prioritizing tickets to deliver the best solutions to our clients One of the benefits of Kyndryl is that we work with clients in a variety of industries from banking to retail Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector you can find your opportunity here You ll also get the chance to share your expertise by recommending modernization options identifying new business opportunities and cultivating relationships with other teams and stakeholders Does the work get challenging at times Yes But you ll collaborate with a diverse group of talented people and gain invaluable management and organizational skills which will come in handy as you move forward in your career Your future at Kyndryl Every position at Kyndryl offers a way forward to grow your career from Junior System Administrator to Architect We have opportunities for Cloud Hyperscalers that you won t find anywhere else including hands-on experience learning opportunities and the chance to certify in all four major platforms One of the benefits of Kyndryl is that we work with clients in a variety of industries from banking to retail Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector you can find your opportunity here Who You Are Having 6 years of experience in Avaya Contact Center technology support or engineering Proven experience handling critical incident management and root cause analysis in large-scale environments Experience working in managed services or enterprise-level IT operations preferred Incident and Problem Management Diagnose and resolve critical persistent and high-impact incidents impacting contact center operations Conduct detailed root cause analysis RCA for recurring or escalated problems ensuring corrective and preventive actions are implemented Develop document and implement workaround solutions for unresolvable or complex technical issues Provide tier-3 level support and serve as the final escalation point for Avaya-related incidents Technical Troubleshooting Analysis Perform exhaustive troubleshooting of Avaya Aura Contact Center environments including voice multimedia routing and IVR components Analyze system logs traces and debug outputs to accurately pinpoint system or configuration-related issues Replicate customer problems in lab or test environments to isolate root causes and validate resolutions Collaboration and Vendor Coordination Collaborate with Avaya engineering and development teams for product bugs enhancement requests and complex defect resolutions Coordinate with network infrastructure and application teams to address cross-functional dependencies impacting contact center performance Work closely with service providers and OEMs to ensure adherence to SLAs and proactive issue mitigation Optimization and Continuous Improvement Review performance metrics call flow designs and routing logic to identify opportunities for optimization Contribute to the automation of diagnostics and monitoring processes to improve incident detection and resolution times Maintain up-to-date knowledge of Avaya product releases patches and feature updates Prepare and deliver technical documentation RCA reports and recommendations to stakeholders Required Technical Skills Deep expertise in Avaya Aura Contact Center AACC platform including integration with Avaya Communication Manager CM Avaya Session Manager SM and Avaya Experience Portal AEP Proficiency in SIP H 323 RTP and contact center routing concepts Experience with Avaya Diagnostic Server traceSM SAT commands and Wireshark for network and call trace analysis Strong understanding of CTI IVR skill-based routing and call vectoring Familiarity with Windows Server SQL and networking fundamentals relevant to Avaya environments Knowledge of high-availability HA and disaster recovery DR configurations for Avaya components Utilize advanced diagnostic tools such as Avaya Diagnostic Server ADS traceSM and AES logs Wireshark for in-depth packet and SIP protocol analysis Avaya Experience Portal System Manager and Communication Manager tools Being You Diversity is a whole lot more than what we look like or where we come from it s how we think and who we are We welcome people of all cultures backgrounds and experiences But we re not doing it single-handily Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work individually and collectively and support the activation of our equitable culture That s the Kyndryl Way What You Can Expect With state-of-the-art resources and Fortune 100 clients every day is an opportunity to innovate build new capabilities new relationships new processes and new value Kyndryl cares about your well-being and prides itself on offering benefits that give you choice reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey Our employee learning programs give you access to the best learning in the industry to receive certifications including Microsoft Google Amazon Skillsoft and many more Through our company-wide volunteering and giving platform you can donate start fundraisers volunteer and search over 2 million non-profit organizations At Kyndryl we invest heavily in you we want you to succeed so that together we will all succeed Get Referred If you know someone that works at Kyndryl when asked How Did You Hear About Us during the application process select Employee Referral and enter your contact s Kyndryl email address