Network Engineer
1 week ago
Description :
Skill set : CM, SM,SMGR, SBC AMS, AEP, CMS
Mandatory :
Preferable/Optional :
- Engineer must have 2-3yrs of experience on Avaya Contact Center environment.
- Should be flexible in 24-7 shifts.
- Installation and configuration of Avaya Soft phone.
- Configuration of CMS.
- Shift Hand?over Proper Shift hand?over with total Remedy ticket resolved in the shift & also toss back has to be mentioned.
- Updating Activity in tracker.
- Resolving each & every ticket within SLA with proper resolution.
- Recording every ticket resolved in shift.
- Coordination with user for better CSAT.
- User confirmation before closure to avoid ticket reopening.
Administration Experience on Avaya Aura Communication Manager, Session Manager, System Manager, AES, SBCE(Oracle), AMS, AEP, CMS
- Troubleshooting Voice quality issues (Static, Jitter, Robotic voice, Latency) over WAN using Sniffer and Network traces
- Phone or device registrations with Call Manager and SIP Server
- In-depth knowledge on troubleshooting Avaya Call Center Solutions and SIP integration
- In-depth knowledge on Gateway configurations, Networking, Linux & Windows OS.
- Recording solution knowledge, preferably Verint
- Basic SQL Database knowledge
Session Manager/System Manager (SIP server) administration and routing configuration
- Troubleshooting experience on All Avaya products
- Hands on experience on Incident & Change management process.
- Good Team player and provide periodical knowledge transfer to teams.
- Should have good verbal and written communication skills.
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