ITO Svc Delivery Cons

Job description

·  Job Description:

Bachelor’s degree in a technical field; Telecommunications, Electrical Engineering, Computer Science, or equivalent related technical experience. .

Description: The Tier 2 Specialist Contact Center Engineer will provide Level 2 Support for Avaya Contact Center Products, i.e. Voice Portal, Application Enablement Services, Call Management Server and Avaya Aura Contact Center, Work Force Optimization or UC products (Voice) Engineer, i.e. Communication Manager, Session Manager, System Manager & System Platform. Good understanding of Contact Center products like voice response units, call reporting systems and call routing products. ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties etc.

Job Responsibilities:

• Identifies, analyzes, and resolves incidents for onsite support

• Identifies, analyzes, and resolves problems with Avaya Equipment installed at Customer site.

• Provide break-fix remote support.

• Contribute significantly to client satisfaction and interface with internal areas to defined tasks

• Operate in an ITIL model.

• Contribute actively to meet SLA and other contract requirements

• Escalate unresolved issues to level 3 and level 4 as required through standard escalation process.

Requirements:

·  Engineering Degree in CSE/IT/ECE/EEE,
·  Experience: 3 ~ 5 years Required Skills
·  Professional English language skills are required; written, spoken and comprehension skills Able to work in a global team environment
·  Especially Incident Management Solid Troubleshooting skills Independently determines and develops approach to solutions
·  Ability to navigate and configure RHEL 5.x and 6.x operating systems
·  Analyses symptoms, logs and data required to resolve product issues of low-medium complexity.
·  Strong understanding of TCP/IP protocol architecture and OSI model
·  Understanding of digital telephony and VoIP principles
·  Ability to move and manipulate files, troubleshoot, and use Linux/Window tools
·  Basic network skills (including alarming/SNMP) and troubleshooting
·  Good understanding of Telecom Protocols like H.323, SIP, TCP/IP,FTP/HTTP/ISDN PRI- E1/T1, BRI
·  Ability to correlate Windows System and Application events/RHEL events with Avaya application alarm IDs
·  Ability to absorb technical publication content (Product Guides, PCN, PSN, etc.) and apply published configuration/troubleshooting steps
·  Ability to move and manipulate files, troubleshoot, and use Linux/Window tools
·  Basic network skills (including alarming/SNMP) and troubleshooting
·  Basic understanding of DMCC/TSAPI/ASAI/CVLAN protocols
·  Basic understanding of Call Recorder systems • Basic understanding of IVR systems
·  Good understanding of Contact Center products like voice response units, call reporting systems and call routing products.
·  ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties etc.
·  Experience providing Remote Services at a Tier 2 level in a 24/7 environment
·  Willing to learn new technologies and new product

Desired Skills - must possess a minimum of 3 of the skills below:

·  Avaya Product Knowledge
·  Work Force Optimization
·  Avaya Call Recording
·  Work Force Management
·  Avaya Application Enablement Services
·  Voice Portal
·  Call Management System
·  Avaya Interaction center
·  Avaya proactive Contac
·  Avaya Product Knowledge Avaya Media-Servers (S87xx, S88xx) and Gateways (G250/350/450/430/650)
·  Session Manager
·  System Manager and or SES System Platform  
·  Virtualization (VMware)
·  Linux Operating Systems
·  Certification: Avaya Certification or Industry Certification – ACE/ACS/ACIS/ACSS are preferred or RHCE or CCNA