Mandatory Skills:
- Avaya Communication Manager (CM)
- Session Manager (SM)
- System Manager (SMGR)
- SBCE
- AMS
- AEP
- CMS
- Avaya Contact Center Support
- SIP Configuration & Troubleshooting
Job Responsibilities:
- Administration and support of Avaya Contact Center and Voice Infrastructure.
- Installation and configuration of Avaya Softphone.
- Configure and manage Avaya CMS.
- Troubleshoot Avaya Contact Center and SIP-related issues.
- Troubleshoot voice quality issues such as latency, jitter, static, and robotic voice.
- Configure and troubleshoot SIP routing and phone registrations.
- Handle incident, change, and problem management activities.
- Resolve tickets within SLA and maintain proper documentation.
- Coordinate with end users to ensure timely issue resolution and improved CSAT.
- Maintain activity trackers and perform proper shift handovers.
- Provide technical knowledge transfer to team members.
- Work in a 24x7 rotational shift environment.
Required Skills:
- Hands-on experience with Avaya CM, SM, SMGR, SBCE, AMS, AEP, and CMS.
- Strong knowledge of Avaya Call Center Solutions and SIP integration.
- Experience with Gateway configurations and telephony troubleshooting.
- Good understanding of Networking concepts (LAN/WAN).
- Working knowledge of Linux and Windows Operating Systems.
- Basic SQL Database knowledge.
- Experience in Incident and Change Management processes.
- Solid verbal and written communication skills.
Preferred Candidate Profile:
- 3 to 6 years of experience in Avaya Contact Center environments.
- Experience in production support or managed services projects.
- Strong troubleshooting and analytical skills.
- Flexible to work in 24x7 rotational shifts.
- Good team player with excellent stakeholder management skills.