Voice Engineer

Enterprise Voice Engineer VOIP- AVAYA :: 6 months CTH :: Pheonix, AZ :: Hybrid

Primary Duties and Responsibilities:

Support, install, test, maintain, and operate Avaya PBX, Contact Pro, RingCentral phones located at all sites

Support end users at home and in the office

Perform system administration functions on all PBX platforms (Avaya, Contact Pro, RingCentral, Digium)

Work with internal network team on trouble shooting issues

Support, install, test, maintain, and operate robust, scalable, telecommunication systems, links, and infrastructure within the company.

Ensure current documentation on all telecommunication systems.

Monitor and support overall telecommunications systems performance, identifying poor quality lines, circuit utilization, cost reduction initiatives and service improvement opportunities.

Support the identification and management of problems occurring on components of the telecommunications infrastructure. Implement pro-active practices to prevent problems and outages.

Develop an inventory of all telecommunications assets and support/ protect them. Implement, administer, and audit IT security to determine compliance with security practices.

Develop strong relationships with business units by providing superior customer support as demonstrated by clearly owning, resolving and communicating issues and problems; being responsive to needs, requirements, and deadlines; and generally promoting goodwill in a professional and trust-building manner.

Provide 24x7 enterprise-wide on-call support for voice.

Technical Requirements/Competencies:

Knowledge of voice telecommunications and telephone systems including networking principles and voice communications over data networks (VoIP).

A working knowledge of PBX/Call Manager and dial plans.

Experience and knowledge of call center technologies and tools, including work call routing, call recording, IVR, reporting/analytics solutions, etc.

System provisioning functions and translations for call flow design, client and agent skill builds.

Understanding of network switching and routing as related to a Unified Communications and Voice over IP networks, including SIP, and H.323 protocol suites.

Qualifications, Education and Experience:

Any administrative experience with AVAYA Aura Communications Manager, Avaya Enablement Services (AES)-, SIP, H.323, VoIP protocols, Avaya Communication Manager, Avaya Session Manager, Avaya Gateways G450, G430, SONUS Client, LYNC, or RingCentral VoIP systems