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Job Description We are looking for a Network Operations Engineer with experience and skills to design, implement, deploy, and maintain a global enterprise contact center. Part of the network engineering team you will work on most parts of our Avaya Aura based call center. The responsibilities include the design and delivery of new features; documentation; administering agents, reports, call recording and other components of the system; investigate problems; report creation and performance analysis; participating in software integration projects; working with service providers and vendors; administering other telephony or contact center related services and products. The successful candidate will have broad knowledge within WAN, LAN, Voice and Security technologies, including a demonstrated background in Routing Protocols, Contact Center & Network Security Platforms. The candidate must also have broad proficiency in Network Virtualization, Cloud computing.
Develop and deliver new call center features or make changes based on the requirements of various client services departments
Maintain the documentation of the global call center
Manage and fine tune network monitoring and capacity management applications to reduce noise and deliver meaningful insights
Participate in the on-call rotation
Administer agents, stations, call recording, reports and other parts of the call center and the phone system
Lead or participate in call center integration projects and work with developers or vendors
Troubleshoot problems and investigate issue calls
Create reports and make performance analysis
Provide support to supervisors about agent skill configuration and call routing questions
Mentor junior staff in network helpdesk, including involvement in the formulation of a structured training plan
Qualification & Skills
Bachelor's degree or equivalent in Computer Science or related field
Industry certification with a minimum of CCNP(R/S) or CCNP (Voice) or equivalent experience
Minimum 5 years of experience in a large enterprise with design, administration and maintenance of contact center and unified communications
3+ years of demonstrated experience in a large enterprise with a focus on reliable connectivity in, contact center and unified communications for financial and regulated environments
2+ years of tooling and analytics experience supporting monitoring, root cause analysis and automation. Relevant work experience, including systems administration with scripting experience in Shell, Python or PERL. Experience with database management including SQL
Expert knowledge and experience with Internet Protocol (IP) suite is essential, including protocols such as SIP, H.323, MGCP and including experience with the Avaya Aura Platform: Contact Center, Communication Manager, Application Enablement (AES), Session Manager, System Manager, SIP endpoints
Must have general and technical knowledge of telecommunications technologies (as it relates to VoIP) including: TCP-IP, IP routing, Voice packet capture, VOIP, PBXTDM, inter-working of these technologies as it relates to voice, data, broadband, IPT, and Internet services, deployment and implementation of these technologies and services
Will be responsible for implementation, configuration, troubleshooting, daily operation and upgrading of core Avaya Aura Products including System Manager, Session Manager, Communications Manager, Media Server, Voice Gateways G450/G430/G650, Application Enablement (AES), CC Elite, SIP trunking, SIP endpoints
Current knowledge and demonstrated understanding of infrastructure protocols (BGP, EIGRP, OSPF, ECMP, etc.), Route optimization, load balancing, Multicast, IPsec, QoS, RADIUS/TACACS+, IPAM and application protocols (HTTP/S, TCP/UDP, LDAP, SNMP, etc.) as well as means of securing communications
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