Telecommunications Analyst

Job Description:

This is a salaried role working out of the Orlando Disney Central location that reports to the Telecommunications Manager. Overnight and international travel may be expected. You will focus on the Telephony Infrastructure design and support for 50+ domestic and international locations with thousands of users/stations. We are looking for a understanding of Avaya Red (CM-SM-AES-SBC R7.x/8.x/Aura 10) telephony programming, troubleshooting, network & telephony infrastructure understanding, and end-user support. We also ask that you have a knowledge of SIP technology, including design, deployment, troubleshooting, and support. The Telephony Infrastructure Engineer manages project management of large projects, including upgrades to existing equipment/applications, new locations/equipment installations, troubleshooting, and onboarding of new technology. This includes coordinating the work of others on the project team and ensuring the project as a whole is completed.

Responsibilities:

• Support Disney Central telecommunications technology: Avaya hardware and configuration, carrier and network services, including Oracle and Avaya Session Border Controllers.
• Keeping up with and researching new technologies that would be beneficial to clients.
• Troubleshoot support, including PBX alarms and hardware and network problems, carrier issues, and wiring for Level 3 support.
• Lead projects to upgrade existing applications.
• Understand and support Oracle and Avaya Session Border Controllers to perform MAC and configuration work. Level 2 troubleshooting.
• Understand SIP-From-Carrier, and internal SIP trunking solutions to perform MAC and configuration in Avaya System/Session Managers. Level 2 troubleshooting.
• Understand network monitoring tools, routing, ACLs, firewalls, and provide Level 2 troubleshooting.
• Understand Avaya routing including, dial plan design, ARS and AAR routing, to perform MAC work and troubleshoot issues.

Basic Qualifications :

• Previous Disney Central or Call Center experience (minimum 2 years)
• Experience working within a Windows environment including Outlook, Word, Excel (can write advanced macros), Visio, and PowerPoint
• Experience with telecommunication technology: PBXs, IVRs, carrier and network services
• Working knowledge of Telecom (voice) and data networking and infrastructure concerning multiple call center locations
• Experience with data networking LAN/WAN technology
• Minimum 2 year experience with VoIP in a call center environment
• Minimum 3-year experience with Avaya Contact Analyzer, CMS, AES, AMS, System and Session Manager
• Proven working knowledge of SIP in a multi-site environment including local, long distance and toll-free services

Preferred Qualifications :
Associate’s Degree / Bachelor’s Degree in Information Technology or Networking
Cisco Certification
Advanced knowledge of MS Office products, running and interpreting WireShark and other network captures.

Required Education :

Associates Degree or Equivalent

Bachelors Degree or Equivalent
Cisco Certification
Avaya Certification