Sr. Avaya Operations Engineer
美会软件科技（上海）有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2013-09-04
- 工作地点：上海-浦东新区
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 职位类别：信息技术经理/主管 系统工程师
职位描述
SUMMARY OF POSITION:
The Avaya Operation Engineer will support the telecommunication infrastructure, administer the Avaya Call Center System and call center applications, and participate in special projects.
POSITION RESPONSIBILITIES:
Avaya Responsibilities
? Supports telecommunications service in call center and corporate office.
? Supports Avaya telecommunications infrastructure in data center.
? Manages technical operations of call center services, such as call flow, message, recording, etc.
? Upgrades software of Avaya telecommunications system.
? Installs new server of Avaya Contact Center solution.
? Supports data network infrastructure that is used for telco system, such as MPLS and SIP.
? Monitors telecommunications performance and works through problems as needed.
General Responsibilities
? Understands and consistently observes all Company policies and procedures.
? Represents Company in client meetings in a professional and respectful manner.
? Works with telecommunications service provider.
? Creates and maintains system documents, policies, standards, guidelines and procedures.
? Ensures that systems are properly documented, controlled for change and monitored for uptime and performance.
? Develops project plans and execute implementation plans.
? Works with vendors, technical staff and others to troubleshoot problems.
? Collaborates with other team members on technologies, concepts, and standards.
? Identifies and provides high level of services to customer and ensuring company needs are being met.
? Escalates critical production issues through the proper chain of command.
OTHER POSITION FUNCTIONS:
? Performs other duties as assigned.
INTERFACES:
? Takes work direction from and works closely with Senior IT Manager.
? Works closely with IT staff and call center operations.
? Interfaces with managers as well as upper executive management and other employees as needed.
? Interacts directly with clients and vendors.
TRAVEL REQUIREMENTS:
? Depending on location, may need to travel to attend meetings, job-related training, client site, and/or to assist at other locations.
? Trouble-shooting from remote location when necessary.
MINIMUM QUALIFICATION REQUIREMENTS:
? Bachelor’s Degree in a technical discipline and 3-5 years relevant experience required.
? Minimum 2 years experience with Avaya Communication Manager, Avaya Call Management System, and Avaya Session Manager; analyzing trends and voice QoS tools; supporting SIP service; supporting telecommunications circuits.
? Areas of experience strongly preferred in telecommunications hardware, software and monitoring tools, knowledge of common telecommunications connectivity issues, knowledge of supporting VoIP communication.
? Strong technical troubleshooting skills.
? Experience with supporting Avaya CCE, Audix Messaging, Verint applications, or management of toll free number, is a plus.
? Must have the ability to work both in a team environment and independently and have solid customer service skills.
? Excellent analytical skills required with abilities to resolve issues in a fast paced environment. Must be able to communicate effectively with a diverse group of technology staff and management.
? Must be able to manage multiple projects with tight deadlines, possess a high level of self motivation, and have excellent work ethic.
? Needs to be adaptable and possess solid organizational and time management skills.
PHYSICAL DEMANDS:
The incumbent of this position must be able to use a computer and telephone and sit for extended periods of time. The abilities to read, understand, retain and write instructions and policies in English are also required for the job. Must also be able to communicate with others in a manner that communication exchanges are understood and able to be acted upon. The incumbent will need to be able to install hardware and wire cable, and must be able to lift up to 50 pounds.
WORK ENVIRONMENT:
Incumbent will typically be working in an office setting.
On Call and Overtime Required as Needed
The Avaya Operation Engineer will support the telecommunication infrastructure, administer the Avaya Call Center System and call center applications, and participate in special projects.
POSITION RESPONSIBILITIES:
Avaya Responsibilities
? Supports telecommunications service in call center and corporate office.
? Supports Avaya telecommunications infrastructure in data center.
? Manages technical operations of call center services, such as call flow, message, recording, etc.
? Upgrades software of Avaya telecommunications system.
? Installs new server of Avaya Contact Center solution.
? Supports data network infrastructure that is used for telco system, such as MPLS and SIP.
? Monitors telecommunications performance and works through problems as needed.
General Responsibilities
? Understands and consistently observes all Company policies and procedures.
? Represents Company in client meetings in a professional and respectful manner.
? Works with telecommunications service provider.
? Creates and maintains system documents, policies, standards, guidelines and procedures.
? Ensures that systems are properly documented, controlled for change and monitored for uptime and performance.
? Develops project plans and execute implementation plans.
? Works with vendors, technical staff and others to troubleshoot problems.
? Collaborates with other team members on technologies, concepts, and standards.
? Identifies and provides high level of services to customer and ensuring company needs are being met.
? Escalates critical production issues through the proper chain of command.
OTHER POSITION FUNCTIONS:
? Performs other duties as assigned.
INTERFACES:
? Takes work direction from and works closely with Senior IT Manager.
? Works closely with IT staff and call center operations.
? Interfaces with managers as well as upper executive management and other employees as needed.
? Interacts directly with clients and vendors.
TRAVEL REQUIREMENTS:
? Depending on location, may need to travel to attend meetings, job-related training, client site, and/or to assist at other locations.
? Trouble-shooting from remote location when necessary.
MINIMUM QUALIFICATION REQUIREMENTS:
? Bachelor’s Degree in a technical discipline and 3-5 years relevant experience required.
? Minimum 2 years experience with Avaya Communication Manager, Avaya Call Management System, and Avaya Session Manager; analyzing trends and voice QoS tools; supporting SIP service; supporting telecommunications circuits.
? Areas of experience strongly preferred in telecommunications hardware, software and monitoring tools, knowledge of common telecommunications connectivity issues, knowledge of supporting VoIP communication.
? Strong technical troubleshooting skills.
? Experience with supporting Avaya CCE, Audix Messaging, Verint applications, or management of toll free number, is a plus.
? Must have the ability to work both in a team environment and independently and have solid customer service skills.
? Excellent analytical skills required with abilities to resolve issues in a fast paced environment. Must be able to communicate effectively with a diverse group of technology staff and management.
? Must be able to manage multiple projects with tight deadlines, possess a high level of self motivation, and have excellent work ethic.
? Needs to be adaptable and possess solid organizational and time management skills.
PHYSICAL DEMANDS:
The incumbent of this position must be able to use a computer and telephone and sit for extended periods of time. The abilities to read, understand, retain and write instructions and policies in English are also required for the job. Must also be able to communicate with others in a manner that communication exchanges are understood and able to be acted upon. The incumbent will need to be able to install hardware and wire cable, and must be able to lift up to 50 pounds.
WORK ENVIRONMENT:
Incumbent will typically be working in an office setting.
On Call and Overtime Required as Needed
公司介绍
We provide Web-based solutions that help buyers and suppliers strategically manage corporate meetings and events.
Active Network / StarCite provides the world's leading online meetings management platform, delivering value to both meeting buyers and suppliers.
Our Customers
Active Network currently works with hundreds of Fortune 500/Global 1000 companies; 9 of the top 15 largest pharmaceutical firms; 10 of the top 15 largest technology companies; and, 10 of the top 15 largest financial services companies.
The largest travel management companies use Active Network / StarCite as their meetings procurement solution. These include American Express Business Travel, Carlson Wagonlit Travel, Experient, HRG, Maritz, MaxVantage and Orbitz for Business.
Active Network / StarCite is the single largest corporate group lead generation source for the hotel and hospitality industry. StarCite technology is used to power the e-commerce websites of several major brands including Hilton, Wyndham and others.
More than 83,000 meeting venues and suppliers are represented in the StarCite Global Online Marketplace.
Active Network (NYSE: ACTV) is on a mission to make the world a more active place. With deep expertise in activity and participant management?, our ActiveWorks？ cloud technology
helps organizers transform and grow their businesses. We do this through technology solutions that power the world’s activities and through online destinations such as Active.com？ that
connect people with the things they love to do. Serving over 50,000 global business customers and driving over 80 million transactions annually, we help organizers get participants, manage
their events and build communities. Active Network is headquartered in San Diego, California and has over 30 offices worldwide. Learn more at ActiveNetwork.com or Active.com and
engage with us on Twitter @ActiveNetwork, @Active and on Facebook.
Active Network / StarCite provides the world's leading online meetings management platform, delivering value to both meeting buyers and suppliers.
Our Customers
Active Network currently works with hundreds of Fortune 500/Global 1000 companies; 9 of the top 15 largest pharmaceutical firms; 10 of the top 15 largest technology companies; and, 10 of the top 15 largest financial services companies.
The largest travel management companies use Active Network / StarCite as their meetings procurement solution. These include American Express Business Travel, Carlson Wagonlit Travel, Experient, HRG, Maritz, MaxVantage and Orbitz for Business.
Active Network / StarCite is the single largest corporate group lead generation source for the hotel and hospitality industry. StarCite technology is used to power the e-commerce websites of several major brands including Hilton, Wyndham and others.
More than 83,000 meeting venues and suppliers are represented in the StarCite Global Online Marketplace.
Active Network (NYSE: ACTV) is on a mission to make the world a more active place. With deep expertise in activity and participant management?, our ActiveWorks？ cloud technology
helps organizers transform and grow their businesses. We do this through technology solutions that power the world’s activities and through online destinations such as Active.com？ that
connect people with the things they love to do. Serving over 50,000 global business customers and driving over 80 million transactions annually, we help organizers get participants, manage
their events and build communities. Active Network is headquartered in San Diego, California and has over 30 offices worldwide. Learn more at ActiveNetwork.com or Active.com and
engage with us on Twitter @ActiveNetwork, @Active and on Facebook.