Avaya Engineer L1

Mandatory Skills: Avaya Communication Manager (CM) Session Manager (SM) System Manager (SMGR) SBCE AMS AEP CMS Avaya Contact Center Support SIP Configuration & Troubleshooting Job Responsibilities: Administration and support of Avaya Contact Center and Voice Infrastructure. Installation and configuration of Avaya Softphone. Configure and manage Avaya CMS. Troubleshoot Avaya Contact Center and SIP-related issues. Troubleshoot voice quality issues such as latency, jitter, static, and robotic voice. Configure and troubleshoot SIP routing and phone registrations. Handle incident, change, and problem management activities. Resolve tickets within SLA and maintain proper documentation. Coordinate with end users to ensure timely issue resolution and improved CSAT. Maintain activity trackers and perform proper shift handovers. Provide technical knowledge transfer to team members. Work in a 24x7 rotational shift environment. Required Skills: Hands-on experience with Avaya CM, SM, SMGR, SBCE, AMS, AEP, and CMS. Strong knowledge of Avaya Call Center Solutions and SIP integration. Experience with Gateway configurations and telephony troubleshooting. Good understanding of Networking concepts (LAN/WAN). Working knowledge of Linux and Windows Operating Systems. Basic SQL Database knowledge. Experience in Incident and Change Management processes. Strong verbal and written communication skills. Preferred Candidate Profile: 3 to 6 years of experience in Avaya Contact Center environments. Experience in production support or managed services projects. Strong troubleshooting and analytical skills. Flexible to work in 24x7 rotational shifts. Good team player with excellent stakeholder management skills.