Job Description

As Senior Telecom Engineer you will work on multiple ACD supporting 30+ global contact centers for production agents and admin users. You will be part of the Telecommunication Solutions and Design team to work on telecom solution architecture and new implementation. This also involves maintaining and monitoring current system, design and support several call flows for multiple clients, support business needs to service inbound and outbound agent and multi-channel integration. Manage and support company's need of reporting tools ACD systems integration in a diverse multi-client environment. In this role you will:
Monitor performance, capacity and availability of the voice infrastructure.
Help design and implement short and long-term strategic plans to ensure the voice solutions meet existing and future requirements.
Setup trunk groups, new vectors, service tables, VDN, and system variables.
Maintain and monitor voice circuits and work with the carrier network management tool to allocate inbound traffic.
Work on Experience Portal to maintain current applications and add new IVR apps.
Configure and work with third party vendors to integrate with non-Avaya ACD.
Troubleshoot and identify any issues on Avaya gear, gateways, and scripting tools.
Act as point of escalation with recurring telecommunications issues which includes root cause and remediation.
Serve as a cross-platform technical subject matter experttofacilitatethe integrationofvoice systemswith business applications andto optimizetheuseofcarrier services while maintaining appropriate security.
Establish criteria and performs technology evaluations, including lab analysis and proof of concepts. We are looking for someone who has:
Minimum of 10 years' experience with IT and telecom with at least 6 years with Avaya switch technology and related components
Full understanding of SIP protocols and design criteria
Experience with I3 Genesys PureConnect is a plus
Direct hands on experience with:
Avaya Communication Manager 7.0 or higher
CMS servers and contact Analyzer
Avaya media Gateways G650, G450 and Avaya media servers AMS
Avaya Experience portal IVR VPMS
AES servers and work with adjunct routing ICM and DLG
Avaya VOIP phones 96xx 46xx including SIP phone setup
Avaya SBC or Oracle SBC.
VDN, skills, and Vector changes
List trace on Avaya switch and session managers
BSR and ASAI
EC500 and ANI control
Adding and maintaining IEX setup on CMS
Competent understanding of telecom work with DNIS, APN, IVR, ANI, SIP, FAS, NFAS
Strong communication skills written and verbal
Expertise in troubleshooting, performance tuning, and problem resolution
Experience with monitoring Avaya alerts
Strong documentation, communication skills, and ability to train others
It's a plus if you have:
Bachelor's degree or equivalent engineering degree.
Avaya certifications.
AT&T route it experience
Verizon network manager experience.
Experience with
Avaya Experience Portal and Orchestrator Designer
Add remove IVR Application using Eclipse
Linux
Avaya Aura Conferencing server
Acme Packets SBCs
Outbound dialers and dialogic boards
Avaya system manager and Session manager
On call and after-hours support required. About ResultsCX:
We encourage our people to 'expect greater', reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
As Senior Telecom Engineer you will work on multiple ACD supporting 30+ global contact centers for production agents and admin users. You will be part of the Telecommunication Solutions and Design team to work on telecom solution architecture and new