Avaya Engineer

Position - Avaya Engineer

Experience - 5+ yrs

Location - Dubai (On-site)

Notice Period - Immediate - 30 days

Roles & Responsibilities:

Experience:

• 4 to 5 years experience working for Telco industry or Call Centre Platform.
• Need to have experience of direct interaction with Business units.

Technical Skills:

• Technical understanding on Avaya Call Center products, IVR, POM, Telephony, Call Routing, Service Provider connectivity.
• Development experience of 4 years in VoiceXML, Java, JavaScript, and JSP.
• Experience in following best Coding, Security, Unit testing and Documentation standards and practices. Develop codes configurable and support Operational Enhancement.
• Develop coding to implement project designs for new features or new browser-based systems applications, and debug existing code
• Automation scripts.
• Log analysis and work with Backbone engineers.
• Knowledge in Linux, Windows, Vmware, DB etc. to support during project implementation.
• Strong knowledge of JSON and Struts.
• Liaising with Other technical teams to implement and troubleshoot the Core Voice projects.
• Support Operational L3 trouble shooting on all tech stack products for Call Center.
• Strong knowledge in business Functionalities call center.

Functional Skills:

• Strong knowledge in telephony systems (ACD, IVR/VRU) or call center functionality (queues, skill sets).
• In-depth experience with Avaya platform (WFO, AEP, POM, Gateway, Aura8.X and Oceana)
• Excellent knowledge in Call routing, SIP trunks, SBC etc.,
• Strong knowledge in AWS, Azure and Cloud subscription services.
• Understanding of Management Framework, Routing, E-Services, IWD and other components within Genesys Ecosystem.
• Customer service oriented with the ability to work with both technical and business-oriented partners.
• Have worked in an organization handling 800+ agents, financial services Call center support is an advantage
• Provide post-implementation support, including creation of systems enhancements and instruction to production support team.
• Work with vendors on Engineering tasks to implement tech stack in HA and test the resiliency monitoring.
• Technical document expertise.

Soft Skills:

• Able to influence multiple teams on technical considerations, increasing their productivity and effectiveness by sharing deep knowledge and experience.
• Good and Strong Verbal and Written Communications.
• Self-motivator and self-starter, Ability to own and drive things without supervision and works collaboratively with the teams across the organization.
• Have excellent soft skills and interpersonal skills to interact and present the ideas to Senior and Executive management.