Overview
Skills
Job Details
Position: Avaya voice Analyst
Contract Duration: 12+ Months
Location: St. Petersburg, FL (Hybrid, 2- 3 days onsite)
Need to have solid and recent experience with Avaya phone systems as well as telephony migrations
Skills:
Knowledge of the following:
Administration and support experience with Avaya Communication Manager required.
Administration and support experience with one or more of the following preferred: CS1000, Option 11/ 61/ 81, BCM, Norstar.
Advanced knowledge and experience with Voicemail Platforms including Avaya Aura Messaging, Call Pilot, and/or Audix required.
Strong background in creating technical documentation and in leading automation and process improvement efforts required.
Ability to handle escalated/complex break/fix and move/add/change situations required.
Administration and support experience with SIP protocol highly preferred.
Knowledge of VoIP implementation and support including IP Phone/trunks and IP networking highly preferred.
Knowledge of the following preferred Basic telephony: TDM, POTS. Basic cabling infrastructure. Video transport protocols H.320 and H.323. ISDN architecture and implementation. System and Session Manager. Avaya Aura Contact Center. Call Recording platforms (NICE). Call Accounting Software (Veramark, Calero). Hoot and Holler (Speakerbus). Turrets (Speakerbus). ACME packet session border controllers (SBC). Video conferencing platforms (Polycoms).
Competencies and Behaviors: Analysis: Identify and understand issues, problems and opportunities; compare data from different sources to draw conclusions. Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints and probable consequences.
Technical and Professional Knowledge: Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remains current with developments and trends in areas of expertise. Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals. Client Focus: Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.