Avaya Contact Center Engineer

Posted Under: Providence, Rhode Island jobs in IT / Software / Systems; IT / Software / Systems jobs in zipcode 2901
Posted On: 2017-05-19 17:00:00

Mastech is a growing company dedicated to innovation and teamwork. We are currently seeking a Avaya Contact Center Engineer for our client in the IT Services domain. We value our professionals, providing comprehensive benefits, exciting challenges, and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately.

Duration: 6 Months Contract
Location: Providence, RI/ Zip Code: 02903
Compensation: Market Rate

Role: Avaya Contact Center Engineer

Role Description: The Avaya Contact Center Engineer would need to have at least 5+ years of experience.


- Support and management of PBXs, AES servers, CMS systems, vectoring and Modular Messaging.
- This position must also perform Toll Free management and support.
- Coach, on a daily basis, Junior Call Center Analysts and Telecom Analysts ensuring complete and thorough coverage of all call center related issues and requests on an enterprise level.
- Work very closely with Contact Center Technology teams to ensure support and maintenance is synchronized between the groups.
- In addition, this person is responsible for building, documenting and testing voice related disaster plans for the Call Center environment.
- Respond to user trouble tickets related to call center within service levels.
- Assist business lines in determining the most effective use of call center routing; build new routing plans and support implementation of new related initiatives through IMACD process.
- Build, test and support of Call Center Disaster Recovery plans.
- Provide support to all IP phones, IP softphones and vpn phones.
- Manage installation and maintenance of Avaya ACD hardware and software.
- Coordination/monitoring of vendor maintenance requests and activities.
- Maintain user profiles for CMS Supervisor as well as provide training and support to CMS Supervisor users.
- Coach junior and standard Telecom analysts.
- Perform VAL manager backups of all announcements, record and export announcements when requested.
- Work with communications carriers and technicians to resolve carrier problems.
- Provide high level technical support for Analysts as needed.
- Daily health checks on all call center related systems; monthly backups to CMS and verification of scheduled archiving jobs.
- Fully document call routing, messaging and project plans.

Required Skills:

- 11+ Years plus in contact center telephony, with predominant focus on Avaya contact center technologies.
- In-depth familiarization with he following areas is required – Aura Communication Manager, AES, S87XX, CMS Supervisor, Modular Messaging.
- Knowledge of ICM where it relates to call routing and PBX / CMS connectivity, VOIP, Support of CLANs, Medpro boards.

Education: Bachelor's Degree
Experience: Minimum 5+ years
Relocation: No, this position will not cover relocation expenses
Travel: No
Local Preferred: Yes

Recruiter Name: Abhishek Malik
Recruiter Phone: 412-436-0333 (Ext: 2306)