The purpose of this role is to employ a resource to manage the AEGIS Telephony team with Avaya Telephony & Voice recording solutions. AEGIS is looking for a deep technical Avaya expert with strong hands on experience in defining and delivering solutions in hosted and premise based environments.

RESPONSIBILITES

Key Responsibilities:
• Technical solution design of Avaya Telephony & related platforms.
• This will also include, but not limited to, other solution design elements consisting of:
o WAN/LAN
o Security
o Load Balancers
o Session Border Controllers
o PSTN
o Application Integration
• Handling 2nd tier telephony support requests.
• Implementation of new campaigns
• Support with solution design.
• Oversee and pro-actively manage faults and manufacturer escalations.
• All telephony configuration
• Full Telephony auditing.
• Produce documentation of operational call flows.
• Provision, install, test, support, and maintain desktop telephones and cabling for telephony environment.
• Installation and operational / troubleshooting support of production telephony systems.
• Manage relationships with telephony- Telco suppliers, and phone system hardware, software, and service providers.
• Apply process and architectural improvements to continually improve the availability, capacity, and performance of AEGIS telephony systems
• Detailed Documentation of Solutions
• Presentation of Solutions to AEGIS management and/or their clients.
• Solution commercials where applicable.
• Implementation of complex Voice solutions.
• Interfacing between Suppliers, OEM’s and AEGIS, Including building relationships.
• Hands on technical work.
• Provide technical and/or analytical support to clients in identifying, analyzing, and resolving problems.
• Interfacing and building relationships with AEGIS clients and their customers.
• RFP Responses, technical and pricing
• Handling 2nd tier telephony support calls.
• Support for Implementation of new campaigns.
• Oversee and pro-actively manage faults and manufacturer escalations.
• Installation and operational / troubleshooting support of production telephony systems.
• Manage relationships with telephony- Telco suppliers, and phone system hardware, software, and service providers.
• Apply process and architectural improvements to continually improve the availability, capacity, and performance of AEGIS telephony systems
• Management, maintenance and support of all AEGIS Voice Recording Platforms.
EXPERIENCE/SKILLS REQUIRED

? Relevant & up to date Avaya Certifications and or Experience in:
o Avaya Professional Design & Sales Specialist
o Avaya Certified Support Specialist
o Avaya Certified Implementation Specialist
o Avaya Professional Design Specialist
? Cisco CCNA (Preferable)
? Deep knowledge of contact centre technologies (in particular the Avaya Aura Contact Centre Suite and Verint/NICE WFM/WFO technologies)
? Solid Experience with Voice & Screen recording solutions.
? Knowledge in LCR applications.
? Knowledge and Experience with TMS applications.
? Experience desired in the operation of packet analyzers, understanding of TCP/IP protocols, and installation, maintenance and troubleshooting of carrier provided data and voice communication circuits.
? Excellent communication skills (Verbal & Written).
? Must have worked in a team environment previously.

? Specific Avaya Knowledge in:
o Virtualized Avaya solutions (Preferable)
o Managing and deploying Avaya Aura Contact Centre.
o Firm understanding in Avaya licensing
o Avaya Communications Manager
o Avaya Voice Portal.
o Avaya AEP
o Avaya Application Enablement Services.
o Avaya Session Manager (Preferable)
o Avaya CMS
o Avaya Predictive Dialer (Preferable)
o CTI integrations with Avaya systems and 3rd party applications.

? Must be willing to:
? Work:
o In 24x7x365 shifted environment.
o Standby
o Overtime
o Long hours
o Weekends
? Travel locally or internationally.

• Advantageous Experience:
• Contact Centre Experience
• F5 Load balancers
• ACME Sessions Border Controllers.
• Fortigate/Cisco Firewalls
• MPLS implementation
• Cisco Routing & Switching
• Experience with contact center processes and technologies ACD, IVR, CTI, WFM, QM, PD.
• Working knowledge of administration and troubleshooting of Microsoft, Linux, and UNIX based systems.