Senior Technical Consultant - Avaya
Orange · Gurgaon, IN ·
- Seniority
- Senior
- Category
- Solutions engineering
About us
Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
Technical Operational Role: Maintain IP PBX Avaya-RED and IPT equipment based on SOP’s and ensure immediate escalation to competent authority in order to ensure uptimes. Experienced on Unified Communications, Contact Centers, Small & Midsize Business, Cloud Computing, Enterprise, UCaaS, CCaaS, and CPaaS, IP OfficeTechnical Consultancy Role : Ability to handle Techincal escalation role for Global large scale projects.Key Spoc for• Priority & Major Incident• Problem Tickets • Change & Operation Project Management• Patch & Release Management• Capacity Management• Knowledge management (KEDB)• Getting resolution from Third parties, Vendors and suppliers for fault resolution.• Documentation (POA, RCA, RFC etc) and Operational reports.• Additional responsible for High Level and Low Level Design Document.Effective handling of Technical EscalationsEnsure Service Delivery as per agreed SOW / SLATroubleshoot High Severity incidents provide appropriate RFO/ RCA.Mentor & Hand hold L1 and Junior Team member and enhance their performanceParticipate in Change management , preventive maintenance , assess Risk and ImpactTake initiatives in learning, certifications & evaluating new Networking Technology & Tools MIS customer report preparation on technology part
Work & Drive OEM for the escalated tickets Driving Technical Knowledge Transfers & awareness session on best practices within team by proper training sessionExcellent handling of Implementation projects
About you
- Rich Hands on experience of knowledge on Avaya-RED Voice Technology solutions – Telephony & Contact Center Technologies and good experience in administration & maintenance of IPT Solution, Avaya Voice solution, application & adjuncts.
- In depth knowledge of Voice Telephony (Legacy & IPT) of Avaya, Contact Center, Unified Communication, Networking, Linux / Windows OS and SQL DB.
- Hands on experience (installation and maintenance) on AVAYA-RED and additional experience on Contact center Products:
- Administering and support of Avaya technologies as well as good understanding of IP telephony supporting contact centre environment.
- Maintain and troubleshoot Avaya S8800 class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2; and CMS in a dispersed voice network that includes multiple call centers
- Call Center skills: Avaya Contact Center skills: Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes, Avaya 1X agent, Avaya IP agent, Modular Messaging.
- Maintains advanced telecommunication applications such as CMS, AES, CM8800, Modular Messaging. Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.
- Detailed knowledge of Avaya Communication 2.x-7.x in a distributed and centralized environment, Avaya Session Manager 6, VoIP (H.323 and SIP) and TDM, CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, ACCCM
- Product installation and troubleshooting on Avaya Aura Communication Manager, Session Manager, System manager, Avaya Aura Experience Portal (AEP), Application Enablement Server (AES), Avaya Call Recorder (ACR), Avaya Call management system and Avaya Voice Portal (AVP) ( preferred).
- Avaya Gateway G430, G450 and G650 Installation/ Troubleshooting Knowledge on Protocol H.242, H.323, SIP & UDP/TCP.
- Basic Familiarity with Solution Designing of Contact Center solution with HLD/LLDWorking knowledge of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/SNOW etc ) .Unified Communications, Contact Centers, Small & Midsize Business, Cloud Computing, Enterprise, UCaaS, CCaaS, and CPaaS
- Effective Troubleshooting, analyzing & managing the critical Incidents, Problem tickets with out of the box thought process
- Experience in designing POA for complex Change/Project.
- Good knowledge in preparing RFO, RCA’s, documentation, Knowledge Bank.
- Rich experience in handling of Implementation projects.
- Positions will require to work in rotational shifts to support 24 * 7 operations /project assignments
You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.
What we offer
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.