Avaya L3

5 days ago

Bengaluru Karnataka, India Black Box Full time

**Functional**:

- 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 on-call 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
- Self-motivated & 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
- 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.
- Experience with Avaya Cloud (ACO) and/or Ring Central Cloud (RCO) beneficial)

LI-SB6

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