Senior Telecom Engineer

Description:

• Must have Experience on Avaya & Genesys Solutions, particularly in Contact Centers.
• Able to Administer, Deploy and Support Cloud based Voice solutions for Voice, Omni[1]channel, Social Media, Session border controllers in multi-vendor, and multi-site environments.
• Able to secure Contact Center solutions using Cyber security principles and meet SLA.
• Able to ensure Software Patches on the Systems are applied without impacts and risks are mitigated in planned manner while meeting SLAs.
• Providing level 2/ level 3 support to all operational issues related to Avaya or Genesys Infrastructure and its integrated platforms.
• Acting as Senior POC for daily telephony issues and concerns.
• Ensuring problem resolutions and meeting SLAs.
• Reviewing and performing telephony changes during shift.
• Tracking daily tasks and change requests and taking ownership.
• Performing daily/weekly/monthly system maintenance tasks and minimizing downtimes.
• Providing guidance to other team members for technical issues.
• Ensuring Smooth Coordinating with other technical teams, client services, carriers and vendors.
• Ensuring efficient utilization of Telephony switch resources.
• Completing RCA (root cause analysis) for incidents and outages.
• Providing recommendations for continuous system improvement.
• Preparing and maintaining the accurate system and client documentation.
• Highlighting production risks and steps needed to take care to keep up with uptime.
• Recommend proactively Solutions on complex scenarios and project requirements.
• Able to build, design an architecture, and plan implementation based on capacity analysis, budget and timelines.

Job Specification:

• Engineering graduate or BS/Master degree in IT or Telecom.
• Certification or Trainings in Avaya or Genesys (preferred)
• Additional courses in Telephony / VoIP / Voice-Cloud (Plus)
• Ability to work with Teamwork.
• Strong English speaking and written skills (Must)
• Ability to understand telephony terminologies.
• Able to work in a 24/7 environment with different shifts (Must)
• Flexibility and availability for working any time of day and any day of week Ability to relate to all levels of staff and management.
• Good reasoning abilities and sound judgment.
• Well-developed administrative skills.
• Ability to create a harmonious team atmosphere and interact respectfully in a calm and professional manner.
• Any Advance Experience on any vendors like Avaya, Genesys, Five9 and Twilio is nice to have.
• Minimum 4-7 year experience in Managing and Implementing Contact Center System and its integration with 3rd party platforms (Must).
• Knowledge and Hands-on in contact centers solutions in multi-site and multi-tenant environment.
• Minimum 2-4 years supervisor / team lead experience to manage resources in shift efficiently.
• Minimum 2-4 years’ experience in Telephony Projects planning and scoping to develop a design based on PMP principles.
• Concept knowledge and understanding of Project Management.
• Must be able to send Multiple Reports for the Managers and above in a timely basis.