Engineer II-Avaya Implementation in Broken Arrow, OK at Windstream

Date Posted: 9/28/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1814 West Tacoma Street
    Broken Arrow, OK
  • Job Type:
  • Experience:
    2 to 4 years
  • Date Posted:
    9/28/2018

Job Description

Job ID:18003568
***This position is remote and can thus be located anywhere within the company footprint.***
  General Summary:
Windstream is currently seeking an Avaya Engineer 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)
 
Beneficial Systems Experience:
Avaya Call Management System (CMS)
Avaya Session Border Controller for Enterprise (SBCE)
 
This position requires advanced knowledge of Avaya Aura communication technologies. Technicians 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, Technicians at this level can complete job duties of a similar nature, not specifically listed here, with minimal or no direct supervision.

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.
  • Ensure the timely completion of projects is reached through best practices.
  • Communicate regularly with Project Management Team.
  • 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.
 Desired Requirements:
  • 5+ years of experience working with any combination of the following Avaya Voice Systems: Avaya Aura Call Center Elite (CCE), Avaya Aura Communication Manager (CM), Avaya Aura Call Management System (CMS), Avaya Aura System & Session Manager (SM/SMGR)
  • 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 Enterprise Team Engagement Solutions
  • ACIS – Avaya Aura® Core Components credential
  • ACIS – Avaya Aura® Communication Applications credential
  • ACIS – Avaya Aura® Collaboration Applications credential
  • ACSS - Avaya Aura® Call Center Elite
  • ACIS - Avaya Aura® Communication Manager and CM Messaging
  • ACSS - Avaya Aura® Communication Manager and CM Messaging
  • ACSS - Avaya Aura® Session Manager and System Manager
  • ASPS - Avaya Call Management System
 Knowledge/Skills/Abilities:
  • Knowledge of, and the ability to support installation, maintenance, and repair of voice networking equipment such as PBX, servers, routers, switches, and security devices.
  • Knowledge of VoIP equipment and the ability to support installation, maintenance, and repair.
  • Knowledge of VLAN configuration and the ability to support.
  • Excellent verbal and written communications skills.
  • Ability to assume responsibility and ownership for work performed.
  • Ability to provide technical support for co-workers, customers, and other vendors.
  • Proficiency with MS Windows/Office and/or some version of Linux/Unix
 Working Conditions/Physical Requirements:
  • No supervision/management of others
  • Minimal travel (less than 10%)
IND123

Job Requirements

Minimum Requirements:
College degree in a Technical or a related field and 2-4 years professional level experience; or 6+ years professional level related Technical experience; or an equivalent combination of education and professional level related Technical experience required.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.