Avaya Voice Support Engineer - 2nd Level

Avaya 2nd Level Voice Engineer / Contact Center

A company specialized in technology and telecommunications solutions is looking for a 2nd Level Voice Engineer, with experience in voice network administration and Contact Center platforms, preferably with Avaya technology.

Job Objective

Administer, monitor, and provide specialized support to the voice and Contact Center infrastructure, ensuring service continuity, incident management, and the correct functioning of the different technological platforms and components.

Main Responsibilities

• Administration of Contact Center platforms with Avaya technology.
• Configuration, monitoring, and support of Avaya Aura Contact Center.
• Administration and support of:
• Avaya CMS.
• Media Servers.
• Session Manager.
• System Manager.
• AES.
• Attention, analysis, and resolution of second-level incidents.
• Troubleshooting of voice and Contact Center services.
• Analysis of call handling and behavior through vectors.
• Monitoring and analysis of indicators for answered calls, abandoned calls, and Contact Center statistics.
• Identification of failures and resolution of problems related to voice infrastructure.
• Support in activities related to networks and servers.

Requirements

• Engineering in Systems, Telecommunications, Informatics, or a related field.
• Degree and professional license (cédula profesional) are indispensable.
• Minimum of 3 years of experience in voice network and/or Contact Center administration.
• Desirable experience working with Avaya technology.
• Intermediate English.
• Proficiency in Office, Windows, and Linux.
• General knowledge of networks and servers:
• Ping.
• Tracert.
• DNS.
• DHCP.
• NTP.
• FTP.
• Active Directory.
• Knowledge of call analysis and troubleshooting.

Desirable Knowledge

• Avaya Aura Contact Center.
• POM.
• CallBack Assist.
• WFO.
• WSFE.
• EPM.
• Contact Center statistics and/or data analysis.

Competencies

We are looking for a person:

• Responsible and committed.
• With analytical and problem-solving skills.
• With the willingness to learn new technologies.
• Organized and results-oriented.
• With initiative and availability to attend to the needs of the operation.

Work Location and Schedule

Work zone: CFE facilities, Av. Cuauhtémoc, Col. del Valle. Schedule: Monday to Friday from 8:00 to 18:00 hrs. Modality: On-site.

We Offer

• Salary under a mixed payment scheme (one part nominal and another invoiced)
• Statutory benefits (prestaciones de ley)
• Grocery support (apoyo de despensa)
• 2 life insurance policies.

Requirements

• Minimum education: Higher education - Bachelor's degree
• 3 years of experience
• Knowledge: Linux, Technology
• Keywords: engineers, ingeniera, ing, engineer, apoyo, support, soporte