Tier III Voice / Converged Engineer

Company is seeking a Tier III Voice / Converged Engineer.  This is a work from home position. .  This position will receive escalations from Tier 1 and Tier 2 technicians for our external customers and will speak directly with our customers

Primary Responsibilities:
-  Receive, manage, and complete customers’ requests for service when an escalation is made.
-  Apply knowledge of IP Office and PBX- S8xxx series, and legacy equipment (Definity, Intuity).
-  Voicemail – Intuity, Message Manager, Octel, CM, routers, servers, and other peripheral equipment connected to Avaya products, as required/needed.  
-  Call Center products and applications (CMS, applications).
-  Understand the alarming process and alarm resolution.
-  Subject matter expert, know where to seek answers to complex issues
-  Both reactive and proactive approaches to our clients’ issues for diagnosis and resolution of maintenance issues.
-  Transfer of knowledge to other NOC team members, helping to implement the curriculum for NOC Engineers.
-  Support of NOC Engineers 24 by 7 in complex trouble resolution with requests to work after hours.

Qualifications & Requirements:
-  Engineering / telecommunications degree and/or 8 -12 years of experience providing a diverse range of complex, integrated IP Converged voice and data issues.  
-  Minimum of five years experience with Avaya equipment – Definity, Communication Manager, Modular Messaging.
-  Understand related products’ architecture, to include understanding of competitor’s products.
-  Knowledge of Partner, Magix a plus.
-   Expert level understanding of customer implementation and maintenance practices and issues.
-  Work in a high stress environment.
-   Excellent conflict resolution skills.
-  Negotiation skills.
-  Expert knowledge of network architecture design principles, practices, implementation and LAN/WAN maintenance.
-  Complete understanding of SIP – Session Initiation Protocol.
-  Complete understanding of operating systems.
-   Ability to analyze at Level 3 MST traces, and definitively determine where problem resides with VOIP call flows.
-  Ability to analyze at Level 3 LAN/WAN analyzer captures and definitively determine where problem resides.
-  Collaboration and team work skills.
-   Avaya certification in PBX, programming knowledge.
-  Network knowledge a plus.
-   Certifications – CCNA, CCDA, CCNP, CCDP, CCSP, CCIE Routing/Switching, CCIE Voice/Security, CCVP and / or IP Telephony specialization.  ENS Extreme, JNCIP, JNCIE Juniper, LPI 2 /Red Hat Linux Cert (RHCT or above), MCSE, MCDBA, SCE, SCM (sniffer), ACS / ACE(Avaya), CPN, CM, SSG.  Extreme design and maintenance.

Location: Work from home
Compensation: TBD

Employer Posted:Monday, November 09, 2009