Job Description

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!

What will you do at Ciena?

Ciena's Communication and Collaboration Team is currently seeking a Contact Center Administration to add to their team. The successful candidate must be a highly motivated, innovative, problem solver and self-starter who is comfortable working as part of a team or as an independent contributor.

We're looking for an experienced, motivated and talented individual interested in progressing their career in managing & maintaining Contact Center Platforms and troubleshooting on Avaya Media Gateways, Communication and Session Manager. The person should be willing to adopt new technologies i.e. Cloud telephony, Zoom cloud solution. The person is also responsible for maintaining voice performance and working with internal and external stakeholders to create solutions & programming.

Required Skills:

• Experience with 1 or more Enterprise Contact Center Platforms. (NICE InContact, RingCentral, Avaya, Cisco, Genesys, Five9, etc)
• IVR application development, scripting, and call routing skills
• Agent/Supervisor configurations
• Custom IVR integrations, Database dips and custom scripting, Contact Center metrics and reporting creation and maintenance
• Telecommunications experience, Carrier orders, Number provisioning, Number porting, Alternate routing plans, Call flow troubleshooting
• Basic Network Skills
• Basic Programming skills in 2 or more disciplines
• Experience creating automation workflows
• Salesforce integration or experience preferred
• Configure, implement, and troubleshoot a variety of Avaya IP Telephony & Cloud Telephony.
• Understanding of CM, PBX Server Platforms like SIP, S8300 and CM7 AURA.
• Configure, implement, and troubleshoot of Audio/Video Zoom conferencing solutions.
• Second/Third Level Service Desk Ticket Resolution, including supporting the business 7x24x365 and on-call support as needed.
• Perform advanced monitoring and reporting related to AV and network systems.
• Support Cloud based PBX migration.

Desired Characteristics

• Strong inter-personal and good communication skills
• Strong work ethics
• Ability to work independently and coordinate with global support teams
• Willingness to work flexible hours
• Problem-solving skills
• Strong organizing and time management
• Customer service skills
• Effective team working skills

Education and Experience:

• Bachelor's / Master of Science Degree in Computer Science (or equivalent or a related field, or equivalent experience)
• 3 -5 years of experience is required on Various Contact Center Platforms & Avaya PBX Infrastructure
• Experience in Zoom, Ring Central, Avaya IP Telephony.
• Excellent analytical, written, and verbal communication skills, effectively able to collaborate with multiple teams across geographically diverse areas.

At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.