CONSULTANT

Avaya Voice JD-L3

10+ years of Hands-on experience on Avaya Voice range of products

Deep understanding on Avaya Aura and Cisco voice Architecture

Working Experience on Avaya Aura, Contact center, IVR and CPOD solutions.

Working Experience on Cisco CUCM,UCCX,Unity,CUBE,Webex and Voice Gateways.

Develop Unified Communications and Contact Center solutions options aligned with the

business needs.

Participate in product selection and conduct solution architecture assessments.

Participate in workshops & design sessions and prepare documentation.

Assisting clients in the definition and execution of key UC and CC architectural processes.

Assisting with the preparation of consulting proposals and participating in pre-sales activities

Participate in proposals, RFPs and provide inputs on Avaya Unified Communications and

Contact center solutions and estimation models

Avaya Communication Manager 5.x to 10.x and Avaya Aura Messaging 6.x and 7.x configuration

and troubleshooting

Avaya Session Manager 6.x and 7.x,8.x,10.x configuration and troubleshooting.

Deep understanding on VoIP protocols- H.323, H.248, SIPREC and SIP

Good understanding of SIP and Q.SIG integration with Avaya and other 3rd party PBXs like

Cisco, SFB etc.

Deep understanding on Avaya ACD, call vectoring and call flow design in Avaya

Understanding of call recording solutions Like Nice, variant

Good understanding of integration of 3rd party apps such as CDR, RightFax, Directory Services,

Paging Services, Wallboards

Good understanding on IP dect phones operation and troubleshooting

Hands on experience in configuration of Avaya gateways : G650, G450, MCC etc.

Deep understanding on Avaya Survivability design and Architecture.

Good Understanding to analysis call traces, PBX / SM / AAM Logs

Expert level experience in handling Avaya IP telephony Infrastructure - Trace level

Good Knowledge of the call flow and end user facing features

Good experience in supporting WebEx conferencing

Have good hands experience on Avaya CM / SM / AAM upgrades and migration

Documentation of major issues and its root cause analysis for future reference for easy fix

Monitoring Avaya systems and security alerts through monitoring server to identify the issues

and provide fixes in proactive manner

Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.

Should be able to prepare Avaya Infra Architecture and network connectivity diagrams.

Co-ordinating with ISP for circuit related outage / issue and with vendor for RMA the network /

security devices

Key Skills

Avaya Aura, CPOD, Experience portal, Breeze, Aura Messaging, Oceana.

SIP, H.248 and H.323.

Basic understanding on Network LAN / WAN, routing and switching.

Certification :

Avaya APSS, APDS, ACIS and ACSS

Cisco CCNA,CCNP AND CCIE (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.

To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.

5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.