Job Description

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Job Title: Avaya Engineer
Description
The Telecom Engineer role is highly specialized and experienced in handling telecom change, outage,
problem and request management. They also have high proficiency on a wide range of Avaya platforms
and networking technologies.
They also have experience on client interfacing and coordination. They are also responsible for
maintaining high proficiency as subject matter experts on the assigned Teleperformance clients and
technology.
Job Duties

• Assist in the availability of the voice infrastructure.
• Configures and performs preventative and on-call maintenance on telecom equipment

including, but not limited to: PBX, telephone switches, switch-based and IP phones, voice mail,
and cabling including voice, data, fiber and other related equipment and services.

• Coordinates with equipment and service providers.
• Performs basic system configurations and related programming on PBXs, ACDs, Call

Management System, IVRS (Interactive Voice Response System), and Voice and Fax Messaging.

• Maintains detailed records on installation and maintenance activities, equipment failures and

corrective actions taken on the company's telecom system. Coordinates preventive
maintenance or corrective programs with vendor and internal telecom service unit.

• Prepares and maintains reports and applicable records of telecom hardware inventory (phones,

switches, cards, PBX systems) by site and system, IP phone configurations and settings, cable
schematics, wiring closet configurations, related programming for user access and security, and
all site and closet drawings.

• Troubleshoots problems encountered with the voice network.
• Provides technical support and information to the Call Centre Staff and Administration.

Job Skills

• Candidate must possess IT related education
• Solid PBX and Avaya experience. Avaya Certification is an advantage.
• Must have knowledge in troubleshooting Avaya PBX, Automatic Call Distribution/Call

Management System, Interactive Voice Response System, Voice Mail, and Call Accounting
Systems; installing, troubleshooting and designing network and telephony system

• At least 3 years of working experience in telecommunication, either data or voice networks.

Soft Skills

• Reasoning skills
• Excellent troubleshooting and analytical skills
• Strong interpersonal and communications skills
• Client and service orientation
• Has solid English communications skills
• Problem Solving

Skills Required