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