Skill set : CM, SM,SMGR, SBC AMS, AEP, CMS

Mandatory :

Preferable/Optional :

- Engineer must have 2-3yrs of experience on Avaya Contact Center environment.

- Should be flexible in 24-7 shifts.

- Installation and configuration of Avaya Soft phone.

- Configuration of CMS.

- Shift Hand?over Proper Shift hand?over with total Remedy ticket resolved in the shift & also toss back has to be mentioned.

- Updating Activity in tracker.

- Resolving each & every ticket within SLA with proper resolution.

- Recording every ticket resolved in shift.

- Coordination with user for better CSAT.

- User confirmation before closure to avoid ticket reopening.

Administration Experience on Avaya Aura Communication Manager, Session Manager, System Manager, AES, SBCE(Oracle), AMS, AEP, CMS

- Troubleshooting Voice quality issues (Static, Jitter, Robotic voice, Latency) over WAN using Sniffer and Network traces

- Phone or device registrations with Call Manager and SIP Server

- In-depth knowledge on troubleshooting Avaya Call Center Solutions and SIP integration

- In-depth knowledge on Gateway configurations, Networking, Linux & Windows OS.

- Recording solution knowledge, preferably Verint

- Basic SQL Database knowledge

Session Manager/System Manager (SIP server) administration and routing configuration

- Troubleshooting experience on All Avaya products

- Hands on experience on Incident & Change management process.

- Good Team player and provide periodical knowledge transfer to teams.

- Should have good verbal and written communication skills.