Job ID :
Company :
Internal Postings
Location :
Pleasanton, CA
Type :
Salary :
Status :
Openings :
Posted :
13 Feb 2019
Job Seekers, Please send resumes to

Key Job elements:

  • Has good understating of Avaya IP telephony and VOIP terminologies/technologies like H.323, H.248, SIP, SBC’s, T1 and E1 concepts.
  • Knowledge of WAN, Routing, Switching, IPV4 and IPVG and IP services.
  • Experience on Multi-Vendor OEM for Voice, Video & Call Center application integration.
  • Monitor and ensure availability of Contact Center and Enterprise Telephony applications.
  • Provide inputs for capacity management.
  • Has good understanding of ITIL process and perform Incident, Problem and Change management.
  • Perform Root Cause Analysis and perform procedures to eliminate the cause.
  • Maintain and contribute to troubleshooting knowledgebase
  • Perform trend analysis
  • Add/Remove, test and deploy changes to features supported in the Contact Center and Telephony applications.
  • Co-ordinate with OEM vendor to upgrade and patch the listed contact center applications
  • Continuously review/Update operational documentation for Contact Center.
  • Perform proactive monitoring, upgrade and patch management.
  • Assist implementation team for new configurations and projects by providing inputs from steady state perspective.
  • Identify appropriate support tool and recommend during implementation
  • Identify components for proactive monitoring and preventive maintenance with health check periodically and also document the process/steps

Product knowledge:

  • Avaya Communication Manger Core (ACM) and Gateway
  • Avaya Modular Messaging (MM)
  • Avaya One-X Portal
  • Avaya Session Manager (ASM) 
  • Avaya System Manager (SMGR) and System Platform (SP) 
  • Avaya Application Enablement Services (AES) 
  • Avaya Interactive Voice Response (IVR) , Voice Portal (VP) and Enterprise Portal (AEP)
  • Avaya Call Management System (CMS) 
  • Nice voice logger
  • Avaya Aura Contact Center (AACC)
  • SIP trunking and Session border controllers (ACME / Avaya SBCE / Cisco CUBE). 

Other skills:

  • Excellent Technical leadership skills.
  • Strong oral and written communication skills with the ability to communicate at both a technical and business level
  • Excellent time management skills
  • Strong PC skills eg. MS Visio, Power Point, word, excel

Minimum years of experience*: 6+

Certifications Needed: No

Interview Process (Is face to face required?) No