Engineer III-Implementation (Remote) in Broken Arrow, OK at Windstream

Date Posted: 12/17/2021

Job Snapshot

  • Employee Type:
  • Location:
    5301 South Elm Place
    Broken Arrow, OK
  • Job Type:
  • Experience:
    3 to 5 years
  • Date Posted:

Job Description

Job ID:21006252

Windstream is currently seeking an Avaya Engineer (Software Specialist) to fill this position who has experience working with any combination of the following Avaya Voice Systems:

Must Have Systems Experience:

Avaya Aura Communication Manager (CM)

Avaya Aura System & Session Manager (SM/SMGR)

Preferred Systems Experience:

Avaya Aura Messaging (AAM)

Avaya Application Enablement Services (AES)

Avaya Aura Call Center Elite (CCE)

Avaya Secure Access Link (SAL)

Avaya Control Manager (ACM)

Avaya ProVision

Beneficial Systems Experience:

Avaya Call Management System (CMS)

Avaya Session Border Controller for Enterprise (ASBCE)

Avaya Aura Contact Center (AACC)

This position requires advanced knowledge of Avaya Aura communication technologies. Engineers at this level are considered experienced practitioners having the skills and knowledge to perform required duties independently, with a high level of skill. Individuals in this role are required to perform advanced technical procedures including, but not limited to: customer support, technical support, implementation, maintenance, and administration of voice communications. Knowledge of industry standards, system deployment techniques, sequential problem solving, unified communications (UC), private branch exchange (PBX), automatic call distributor (ACD), voice over IP (VOIP), session initiation protocol (SIP), and local area networks (LAN) is required. Since class specifications are descriptive and not restrictive, Engineers at this level can complete job duties of a similar nature, not specifically listed here, with minimal or no direct supervision.

Engineers (Software Specialist) will complete telecommunications activities as related to Project Coordination, Data Collection and Data Conversion from existing PBX system to the Avaya Aura Communication Manager format, and Programming verification needed for implementation and migration to Windstream’s Avaya UCaaS solution. Additionally, the Engineer will be responsible for post cut items.

Job Responsibilities:

  • Provide remote support of Avaya upgrades, projects, and implementations.
  • Navigate a variety of remote access servers and systems to provide advanced provisioning, system configuration, diagnosis, troubleshooting, MAC, and repair of various systems throughout enterprise-level communication infrastructures.
  • Perform troubleshooting of call centers, data networks, endpoints, peripheral devices, and additional customer premise equipment that relate to the voice network infrastructure.
  • Work with the team on open projects to support customer Implementations (pre- and post-production).
  • Coordinate work efforts with project leads, project managers and other team members engaged in the Implementation.
  • Engage with Customer Contacts to identify and obtain needed information and data to complete project goal.
  • Schedule the information gathering sessions with Customer and appropriate project team members as needed.
  • Review existing phone system programming captured in Data exports and identify users’ existing functionality.
  • Conduct interviews with Customer Contacts to obtain all data related to existing system, including but not limited to, Auto Attendants, verbiage, and routing specifics.
  • Conduct interviews with Customer Contacts to identify where digit manipulation is occurring and if applicable, define all inbound telephone numbers with correct extension, hunt group, etc.
  • Gather and consolidate information into our standardized data workbook.
  • Collaborate with project team to ensure a successful database change free plan.
  • Document and organize all existing Contact Center functionality via phone interviews with designated local contact center leads/owners.
  • Prepare final documentation for customer review to remove any old/inaccurate system data.
  • Participate in after-hours cutover maintenance events, upgrades, and other critical tasks to implement and maintain system reliability for our customers.
  • Manage post-cut changes and system adjustments (Moves, Adds, Changes).
  • Work with project team to identify and resolve post cut punch list items.
  • Ensure the timely completion of projects is reached through best practices.
  • Handle multiple tasks concurrently through prioritization and accurate problem assessment in a potentially stressful environment.
  • Work with appropriate internal and external groups to see that all work is completed, and deadlines are met.
  • Escalate complex issues that require an advanced level of skill set both internally and externally.
  • Administer end user training as required.
  • Guide and mentor other team members on complex service issues involving network and communication systems applications.
  • Interact with Clients, Technicians, Dispatchers, Customer Agents, Account Executives, Project Managers, Engineers, and Analysts.
  • Maintain an accurate and timely status/history of the service event through status update and task debrief in the company’s ticketing system.

 Working Conditions/Physical Requirements:

  • No supervision/management of others
  • Minimal travel (less than 10%)

Job Requirements

Minimum Requirements:

College degree in a Technical or related field and 3-5 years professional level experience with 0-1 year supervisory experience for roles with supervision; or 7 years professional level related Technical experience with 0-1 year supervisory experience for roles with supervision; or an equivalent combination of education and professional level related Technical experience required.

Desired Requirements:

  • 5 years of experience working with any combination of the following Avaya Voice Systems: Avaya Aura Communication Manager (CM), Avaya Aura System & Session Manager (SM/SMGR), Avaya Aura Call Center Elite (CCE), Avaya Aura Call Management System (CMS)
  • 5 years networking experience with a strong foundation in LAN/WAN routing, switching, and TCP/IP, VoIP.
  • 5 years of experience with Contact Center, SIP, Frame Relay, PPP, and MPLS networks. 

Desired Certifications:

  • ACIS – Avaya Aura® Core Components
  • ACIS – Avaya Aura® Communication Applications
  • ACSS – Avaya Aura® Core Components
  • ACSS – Avaya Aura® Communication Applications
  • ACSS - Avaya Aura® Call Center Elite
  • ACSS - Avaya Aura® Contact Center
  • ASTA - Avaya Call Management System

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.