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Resposibilities:

Articulated and demonstrated Avaya as Unified Communications solutions to solve new and existing customer as business problems.
Troubleshooting system outages for all Avaya PBX major and minor board failures and voice related issues.
Troubleshot and performed maintenance on ACD hardware.
Provided 24/7 Interaction center support for business solution.
Organized trunk and hunt groups as well as vectors and calling routes.
Produce all necessary technical and Project documentation and communicates with other project areas within the Technology Sector.
Multi-vendor voice/ data circuit configurations/ maintenance (Sprint, AT&T, Verizon, Nice, Cisco, Avaya etc.)
Modify, add and changes in Avaya OneX Agent for Call Center environment.
PBX error/alarm troubleshooting.
Conduct review of all deliverables and ensuring that the standards and quality are met.
Status meetings with Clients, TCS supervisor and offshore team on weekly basis.
Preparation of Status Reports to clients with weekly progress tasks and statuses. And being responsible for overall quality and timeline of the project.
All the tasks accounted by Incidents, Work orders, Change Requests and Infrastructure Work Requests.
AAR/ARS routing, COR design and administration,
Extensive vector scripting , VDN routing and Hunt/Skill/Split builds
Responsible for maintaining firmware upgrades for Cisco routers, switches and voice gateways and software patches on voice servers, when applicable.
Implemented MGCP and H.323 for registration of Cisco voice gateways at remote locations with a centralized Cisco Unified Communication Manager (Callmanager) cluster at the corporate location. Configured MGCP fallback and Survivable Remote Site Telephony (SRST) on Cisco voice gateways for providing redundancy of voice services to registered Cisco IP phones.
Troubleshoot call routing issues using debugs and traces to identify and correct issues.
Configure dial plan with calling restrictions by using a combination of calling search spaces, partitions, translation patterns, dial-peers, translation rules and translation profiles.
Managed and Maintained Analog fax lines, Voicemails, Auto Attendants, Phone setup, and 1FB lines.
Experience in creating dialer jobs, campaigns and strategies based on business rules and strategies.
Monitor CTI Servers / POM Engine Servers.
Day to day support of Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, and Cisco Unified Contact Center Express (UCCX)
Support of Cisco router (voice gateways) and other infrastructure.
Assist with implementation of new and existing unified communications technologies.
Create and maintain voice and infrastructure documentation.
Implementation planning and project oriented work for new technologies.