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Company: HCL Tech
Location: Blythe
Posted on: January 25, 2023

Job Description:

Job Description (Posting)

JD-Network Voice

Technical Support Senior engineer has the responsibilities for maintaining, configuration, daily operation and upgrading of Core Avaya Aura Products including System Manager, Session Manager, Communication Manager, Media Server, Application Enablement (AES), Avaya Aura Device Services, Avaya Session Border Controller Enterprise, Avaya Web Gateway, Avaya Conferencing and Avaya Presence and IX Messaging. Contact Center Products (Elite) SIP Trunks and SIP Endpoints in an FedRAMP environment.
Perform discovery of customer telephony environments for configuration and requirements gathering. Lead active deployment of Avaya Aura UC/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. Configure voice gateways.
Configure and Implement internal CA certificates throughout the applications deployed for the customer. Troubleshoot L2/3 level incidents on core AVAYA products. Participate in P1/P2 escalation calls and provide customer timely updates.
Open tickets and manage escalations with AVAYA and/or other manufacturers if necessary.
(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.



Skill (Primary)

DWP-UCC-Network Voice

Keywords: HCL Tech, Yuma , ASSOCIATE CONSULTANT, Professions , Blythe, Arizona

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