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Position- Contact Center Engineer/Telecom Engineer Location- 100% Remote Duration: 1+ Year, Interview Process- 1 Step video interview and done.MUST HAVES: · We need someone that is comfortable troubleshooting AACC (avaya aura contact center) , making changes, removing and adding users. · Must be aware of session manager and system manager- AACC SIP and AML most important Overview: Extensive Contact Center project experience and strong hands on in the past particularly with Avaya Contact Center products. In this role the candidate will have a mixture of engineering, planning and architecture responsibilities. They will also be a part of a cross-sectional team of highly motivated individuals. The Senior Contact Center engineer has the responsibilities for configuration, daily operation and upgrading of Avaya Aura Contact Center Products including but not limited to Application Enablement (AES), AACC-SIP, AACC-AML as well as some experience with Oceana/Breeze. Responsibilities: Perform discovery of customer telephony environments for configuration and requirements gathering. Lead active deployment of Avaya Aura CC systems. Develop and implement dial plans, dial plan migration in session manager and communications manager, call routing plan, vectors, VDN’s, IVR scripts. Use Provision to export, modify and import dial plans. Troubleshoot L2/3 level incidents on CC Avaya products. Participate in P1/P2 escalation calls to provide customer timely updates. Open tickets and manage escalations with AVAYA and/or other manufacturers if necessary. Requirements: • 5+ years of AVAYA VOIP CC Systems and SIP and Strong knowledge of Avaya AACC, Avaya CMS, Avaya Session Manager and Avaya AEP applications and their interactions. • 5+ years of Avaya software troubleshooting and support • Strong SIP UC/CC architecture understanding • Excellent analytical skills • Strong interpersonal skills and extremely resourceful • Accountable and dependable • Avaya Certifications highly preferred (APDS, ACIS, ACSS) Thanks & Regards Syam B, 630-923-6952 syam@thoughtwavesoft.com
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