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Senior Telecom Engineer

Req ID#:  153428

US

Senior Telecom Engineer

Information Technology

 

Primary role is to provide telephony deployment project support for new and existing customers. This role can work remotely within the United States.

 

About Sitel Group

 

We are Sitel. Our 90,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.

 

Responsibilities:

 

  • Drive important telecom projects from beginning to end with a capability of making critical decisions under pressure. 
  • Lead and coordinate with resources recognizing deadlines and quality of work requirements to successfully complete complex tasks and activities.
  • Handle all requests (including External and Internal client) for adds, moves and changes on multiple Telecommunication systems including Non-ACD and ACD call flow objects such as VDN’s, Vectors, EAS based Skill groups, and all advanced Avaya Aura Communication Manager platform features. 
  • Work support ticket queues and resolve them in a timely manner.
  • Trouble-shoot and solve production impacting “Severity' issues at Tier 2 and Tier 3 levels with minimal supervision. 
  • Coordinate issue cases with internal “Incident Management' and “Network Operations' staff as well as external clients and equipment and carrier vendors with a primary focus on minimal impact to production thus keeping “Lost Agent Minutes' to a minimum.

 

Skills/Knowledge/Abilities:

 

  • Strong knowledge of Avaya Aura systems releases 6 and higher
  • AES 6.x , CMS 16.x , Communication Manager 6.x, Oracle/ Acme SBC , SIP Fundamental, Avaya Experience Portal,  Avaya Session & System Manager, Aura Messaging
  • Knowledge with VOIP system/IP Telephony over Global WAN’s
  • Call Recording experience preferred
  • Cisco experience preferred
  • Good English verbal and written skills
  • Customer service focused
  • A confident, positive attitude
  • Ability to carry out technical diagnosis/analysis
  • Administration and organization skills

 

Experience:

 

  • 5 or more years working with large Avaya Communication Manager VOIP/ SIP deployments

 

Education:

 

  • Four-year degree in Information Systems or related technical discipline or an equivalent combination of education and directly related experience.

 

Travel:

 

  • As and when required or requested, must have a passport ad be willing to travel to overseas countries.

 

Senior Telecom Engineer

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