Senior Technical Consultant-SME
Orange
Bengaluru , India
2d ago

about the role

Sr. Technical Consultant Role : Ability to handle customer telecom infrastructure and Administration & troubleshooting of Avaya IPT / Contact center devices.

Key Spoc and Skillset for

  • System Administration, Configuration and troubleshooting.
  • Minor & Major Incident / Problem Trouble Shooting.
  • Problem Cases.
  • Change Management
  • Knowledge management (KEDB)
  • Documentation and Reporting
  • Getting a faster resolution from OEM for Case raised
  • Effective handling of Technical Escalations

    Ensure Service Delivery as per agreed SOW / SLA

    Troubleshoot all high Severity incidents, Service request and problem management

    Participate in Change management , Audit and required documents to be captured for ISO Audit.

    Mentor & assist L1 engineers and enhance their performance

    Responsible for L2 Application Support Maintenance for Avaya Suite of IP Telephony & Contact Centre product Line

    Handle Critical Incidents, perform Root Cause Analysis & apply Permanent Corrective actions for Avaya CC Product Line Avaya Aura 7.

    x CM, CMS, AEP, AES, SM, Avaya Media Server (s8XXX) & Media Gateways

    Facilitate coordination and communication between onshore / offshore teams for identified and critical Delivery issues

    Avaya ACIS (71200X) Certification would be an added advantage

    Technical Skillset for

  • Hands-on experience on administration / troubleshooting of Avaya Telephony Platform (S8300, S8500, S8700 & 8800 Servers and Media Gateways G650, G450, G350, AES etc.)
  • Installation and administration of Aaya Aura 7.x / Avaya CMS / WFO.
  • Installation and administration of Avaya Aura Communication Manager, AES, System Manager and Session Manager
  • Troubleshooting complex issues related to Avaya RED contact center platform.
  • IP telephony, H.323, SIP.
  • Optional Technical Skillset for

  • Verint Impact 360 Ultra V10 / V11 / V15.x installation and troubleshooting(IP & TDM)
  • Verint AD integration and troubleshooting steps
  • Evaluation Reporting and form designing
  • Verint V11.x administration and troubleshooting
  • IVR Call flow and process
  • Documentation, Report generation and familiar with MS office suite, MS project and MS Visio
  • windows Server edition OS Installation and Maintenance
  • Rich Hands on experience of administration and managing Avaya Red Voice Technology solutions Telephony & Contact Center Technologies.

    In depth knowledge of Voice Telephony(Legacy & IPT) of Avaya , Voice Mails, Contact Center, Networking, Linux / Windows OS.

    additional information

    Optional Technical Skillset for

  • Verint Impact 360 Ultra V10 / V11 / V15.x installation and troubleshooting(IP & TDM)
  • Verint AD integration and troubleshooting steps
  • Evaluation Reporting and form designing
  • Verint V11.x administration and troubleshooting
  • IVR Call flow and process
  • Documentation, Report generation and familiar with MS office suite, MS project and MS Visio
  • windows Server edition OS Installation and Maintenance
  • department

    Sales & Marketing Asia Pacific

    Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.

    Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

    Regular

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