Telecom Engineer L1

Greetings from Foundever!

We are hiring for a Telecom Engineer L1 for our Mumbai location. This is a 5 day hybrid role(3 days WFO, 2 days WFH) and will have weekly rotational shifts which will be decided as per the roster.

Please see below the role requirements and skills required.

• Good understanding of Technology.
• Excellent communications skills written, verbal and ability to handle all interactions with internal
• as well as external clients with professionalism
• Ability to adapt quickly to change, communicate positively and work proactively.

Essential Functions:

Avaya (Telephony)

• Hands on experience on Avaya Aura 6 / 7 platforms.
• Able to run the Daily Checklist of Telecom Domain Devices.
• Proactive Monitoring of all Telephony devices across Sitel Delivery Centers
• Administration of Avaya Aura Communication Manager, AES, System Manager and Session Manager, CMS, AAM
• Monitor E1 , T1 circuits, SIP trunks , CM , AES,CMS & NICE Alarms and alerts
• Manage MACD requests pertaining to Avaya & Nice.
• Regularly check the P4 and P5 tickets , update and close them within defined SLA's
• Coordinating with Global and Domestic Service providers for circuit issues and resolution
• Coordinating with Local support team in case required for issue resolution
• Maintain the vendor Escalation Matrix

NICE (Recording Solution)(This skill is not compulsory but will be a plus)

• Additional advantage if has hands-on experience on Nice products like Nim / Engage.
• Able to do MACDs pertaining to Exts. & Agent addition into Nice System.