Sr Telecom Technician – Avaya Telephone or Cisco CM

Job Description:

Senior Telecom Engineer II – Avaya / Cisco

You will be responsible for the daily operation of all Avaya telephone equipment including CM, Cisco Unity voicemail, CMS and adjuncts. Provides technical support and maintenance for new or existing telecommunications services. Provide leadership on projects by working with team members and internal customers. Will also provide expertise to administer and maintain system changes, upgrades and patch management as required for stable and secure platforms. Provides day-to-day support, ticket management, troubleshooting, change management and overall support of the VoIP network. Additionally, the Avaya call center environment is in process of evaluating and moving to a Genesys voice platform as well as migrating Avaya phone systems to the Cisco platform. Must be eager to take on new challenges, build and increase skills and strong ability to research and figure things out.

Primary Responsibilities:

Day to day support and management of the Avaya platforms and adjuncts. Monitor, operate, install, and maintain telecommunications solutions and equipment through daily health checks and monitoring. Troubleshooting of hardware, software, or circuit issues to ensure system performance. Strong troubleshooting skills and ability to gather call traces and analysis for issue resolution. Daily systems review to monitor capacities, alarms and overall health. Ticket management – requests, break fix, enhancements. Consult with end users to gather, requirements for requests or projects and determine best solution within platform capabilities. Recommend, develop, and implement solutions based on business requirements. Provides support to other teams on change tickets. Use of Microcall call detail reporting systems for company and assist users with reports and support on investigations as necessary. Perform call management functions including re-routing of calls as necessary due to business requirements or emergencies or implementing business continuity. Coordinate with telecommunication carriers and service providers to ensure system performance and support, including escalation of trouble tickets. Configure and maintain patch panels, and various analog, digital, and VoIP signaling systems. Able to provide after hours and weekend support for planned upgrades / maintenance and emergencies. Create, maintain and update accurate technical documentation. Participate in on call rotation for support of issues and business continuity.

Required Experience:

• 3+ years experience with Cisco Call Manager / Cisco Unity VM
• Or 3+ years with Avaya telephone equipment
• High School Diploma/GED
• Advanced skills with Avaya (CM, SM, SMGR, CMS, AES, Cisco Unity Voicemail, SIP, H.323 etc.) along with knowledge of Microcall CDR and call center technologies (Genesys IVR / CTI) a plus

Job Type: Full-time

Pay: $70,000.00 – $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Marietta, GA 30060: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Cisco Call Manager / Cisco Unity VM: 3 years (Preferred)
• Avaya telephone equipment: 3 years (Preferred)

Work Location: One location