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Avaya Engineer (CEBU)

Keywords / Skills : AVAYA, Avaya Contact Center, Avaya Communication, Avaya Communication Manager, Avaya Support Engineer, Avaya CMS,

3 - 10 years
Posted: 2018-10-04

Job Description

• Provide daily operational support of Avaya based VoIP solution that consists of centralized ACDs supporting over 10,000 employees in more than 10 globally distributed contact centers.

• Support and provision Avaya Communication Managers, Avaya Call Management Systems, Avaya Application Enablement servers, etc.

• Researched and implemented "Professional Services" level configuration changes to Avaya System

• Provide escalation support for system outages.

• Ensure day to day ticket closure within SLA.

• Audit call routing solutions and replace inefficient configurations in coordination with Voice Engineering to provide a better client solution and to streamline system resources.

• Conducted Avaya system audits and reviews for compliance controls and assist in the development of internal control documentation.

• Standardized CMS and Prognosis historical reporting for Avaya ACDs to assist in problem analysis and trending.

• Involved in daily Severity and Incident Management operational reporting including post mortem investigation, root cause analysis and developing "known error" process documentation.

• Work in conjunction with Voice Engineering team to research and coordinate implementation of Telephony projects.

• Develop telephony procedures and training criteria for L1 support.

• Provide support in ACD transition and client projects into standardized operational support models.

• Create standard operational procedures for telephony and technical account management teams as well as maintain project and system related documentation.

About Company

Dimension Data Asia Pacific (DDAP), a wholly owned subsidiary of Dimension Data plc, helps clients plan, build, support, manage, improve and innovate their ICT infrastructures. It combines an expertise in network integration, security, data centre solutions, Microsoft solutions and converged communications & contact centre technologies, with advanced skills in consulting, integration, training and managed services to design ICT solutions to accelerate the business ambitions of its clients. Dimension Data is a member of the NTT Group.

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