Roles & Responsibilities:

• Establish and maintain voice and data networks by configuring features, interfaces, and integrations in alignment with industry standards.

• Activate and manage remote access tools for telephony systems.

• Verify service functionality through circuit testing, equipment reprogramming, and alarm validation; troubleshoot and resolve issues in collaboration with engineering teams.

• Document telecom network configurations, including diagrams and programming details.

• Maintain system integrity by diagnosing outages, testing backup procedures, and updating documentation.

• Administer Avaya phone systems, including call vector design, testing, troubleshooting, and voicemail management.

• Respond to and resolve Service Desk escalations related to voice adds, moves, and changes across Avaya, Uptivity, TASKE, and AWS Connect platforms.

• Monitor and document system usage, licenses, and perform regular audits and cleanups.

• Manage tasks and incidents through HEAT ticketing system and Agile Sprint tracking.

Required Technical Skill Set:

• Strong experience in configuring and managing Telephony Systems.

• Proficiency in Avaya Call Manager, System Manager, and Voicemail Systems.

• Hands-on experience with NICE Uptivity for call recording and screen capture.

• Familiarity with TASKE Reporting tools.

• Exposure to Cisco, secure telephone, and video communication technologies.

• In-depth knowledge of telecommunications technologies and Avaya PBX systems.

• Experience administering Avaya Unified Communications environments.

• AWS Connect configuration and administration expertise.

• Ability to program voice and data telecommunications network circuits and equipment.

• Understanding of business continuity and disaster recovery strategies.

• Experience in designing and optimizing telephony networks.