Avaya Voice Support

4 days ago

Chennai Tamil Nadu, India NTT DATA Full time

**Req ID**: 308567

We are currently seeking a Avaya Voice Support to join our team in Chennai, Tamil Nādu (IN-TN), India (IN).

**Avaya Position**

This Information Technology position is responsible for providing tier three technical trouble resolution for the Voice/Contact Center platforms utilized by multiple Citi entities, providing technical support for enhancement projects related to the Voice systems, system monitoring, and project management.

The functional duties of this position include trouble-shooting, request fulfillment, remote support, trouble ticket escalation, monitoring and follow-up throughout the resolution cycle for all supported voice product across the Globe. The EUV&CC Level 3 Team will consist of Technical Engineers with deep knowledge (level 3) that can support all Voice products equally.

**Responsibilities**:

- Acting as Level 3 expert with most complex issues and project tasks
- Leading the design and execution of system enhancements projects for the Contact Center platforms
- Providing technical guidance to colleagues and document new, as well as update existing, policies and/or procedures
- Facilitating the use of new technologies and tools to improve the Contact Center Platforms trouble resolution process
- Appling the appropriate standards, processes, procedures, and tools throughout the development life cycle
- Assisting in audit and compliance efforts for department, including risk review, self-assessment, COB/business monitoring
- Participating in monitoring and support of end user products by intercepting alerts and ensuring proactive communication with end users
- Providing operational support to the Infrastructure related to the Voice products

**Qualifications**:

- Extensive technical knowledge of the Avaya solutions
- Strong technical support skills with a minimum of 5+ years' experience supporting, troubleshooting, and configuring Contact Center systems
- Experience in supporting Avaya Telephony Systems (Communication manager, AES, CMS, IVR)
- Experience in supporting Voice infrastructure
- Good understanding of VoIP architecture and protocols including SIP and H323
- Good understanding of SIP trunking and traffic erlang calculation
- Good understanding of IP network (Switching and Routing)
- Knowledge of IP addressing and Access Control Lists
- Excellent communication skills - verbal and written
- Strong problem solving and analytical skills
- Fluent English

**Knowledge/experience of the following are a plus**:

- Experience in supporting Session Border Controller preferred ACME Packet, Oracle, Covergence
- Windows Server, Linux (RHEL) and Solaris OS systems
- Contact center solutions including IVR, Aspect Dialers

**About NTT DATA

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