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• AVAYA
• PBX

• Avaya Communication Manger Core (ACM) and Gateway
• Avaya Modular Messaging (MM)
• Avaya One - X Portal
• Avaya Session Manager (ASM)
• Avaya System Manager (SMGR) and System Platform (SP)
• Avaya Application Enablement Services (AES)
• Avaya Interactive Voice Response (IVR), Voice Portal (VP) and Enterprise Portal (AEP)
• Avaya Call Management System (CMS)
• Nice voice logger
• Avaya Aura Contact Center (AACC)
• SIP trunking and Session border controllers (ACME / Avaya SBCE / Cisco CUBE).

• Has good understating of Avaya IP telephony and VOIP terminologies/technologies like H.323, H.248, SIP, SBC s, T1 and E1 concepts.
• Knowledge of WAN, Routing, Switching, IPV4 and IPVG and IP services.
• Experience on Multi-Vendor OEM for Voice, Video Call Center application integration.
• Monitor and ensure availability of Contact Center and Enterprise Telephony applications.
• Provide inputs for capacity management.
• Has good understanding of ITIL process and perform Incident, Problem and Change management.
• Perform Root Cause Analysis and perform procedures to eliminate the cause.
• Maintain and contribute to troubleshooting knowledgebase.
• Perform trend analysis.
• Add/Remove, test and deploy changes to features supported in the Contact Center and Telephony applications.
• Co-ordinate with OEM vendor to upgrade and patch the listed contact center applications.
• Continuously review/Update operational documentation for Contact Center.
• Perform proactive monitoring, upgrade and patch management.
• Assist implementation team for new configurations and projects by providing inputs from steady state perspective.
• Identify appropriate support tool and recommend during implementation.
• Identify components for proactive monitoring and preventive maintenance with health check periodically and document the process/steps.

Minimum years of experience: 7+