Avaya Telephony Engineer

at  RelateCare Ireland

SUMMARY

RelateCare is a healthcare service and BPO provider that offers patient access solutions to healthcare organizations around the world. We are looking for an Avaya engineer to join our team. As an Avaya engineer, you will be responsible for managing and supporting our virtual contact center operations across the US, Ireland and Poland. You will work with cutting-edge technology and collaborate with other talented professionals in a dynamic and innovative environment.

CANDIDATE REQUIREMENTS:

The ideal candidate will have a strong understanding of Avaya Contact Center technologies, including CMS and WFO, and the ability to diagnose and troubleshoot issues in SIP environments. They will have excellent communication skills and the ability to work effectively with co-workers and fulfill customer requests.

• Proficient in Avaya communication systems, including CMS and WFO.
• Demonstrable advanced experience in VoIP and SIP technologies.
• Ability to troubleshoot in networking with TCP/IP and SIP, SNMP, TLS protocols.
• Strong communication skills.
• Understanding of QoS (Quality of Service) and the OSI model.
• Experience installing, supporting, or administering Avaya products, with at least 3-5 years of Avaya technical support experience.
• A strong understanding of Avaya’s reporting functionalities, data sources and flows.
• Desired certifications from Avaya Learning, including ACIS or ACSS in any Avaya product.

Job Type: Full-time

Benefits:

• Bike to work scheme
• Employee assistance program
• Gym membership
• On-site parking
• Store discount
• Wellness program

KEY DUTIES:

• Maintenance of Avaya communication systems, including IP/SIP Systems, based on Avaya technologies, converged technologies, and Contact Center.
• Provide remote support for Avaya Aura Communication Manager, Avaya Experience Platform, Avaya Session Manager, Avaya System Manager, Media Servers, IP Office, SBCE Avaya provisioning software, and IP networking.
• Diagnose trouble on SIP environments/system integrations.
• Troubleshoot IP protocol traces, logs, and integration products.
• Support Voice over IP/SIP, end-points, and trunks.
• Support contact center applications, including CMS and WFO.
• Interface with other vendors, Carrier Service providers, and 3rd party manufacturers.
• Perform moves, adds, and changes for customers when needed.
• Perform project specific CTI Integrations where needed.
• Provide 2nd and 3rd Line support to service desk analysts.