Lead Network Engineer

Position
- Lead Network Engineer
Location
- Benton Harbor, Michigan
Duration
- Full Time

Job Description:

• The GIS Lead Analyst, Contact Center Engineer provides skilled technical support around all aspects of unified communications and voice services.
• The position requires a high level of general technical knowledge in traditional Avaya voice communications, call routing, and networking.
• Ideal background would include a minimum of 5 years of experience working with Avaya Communications Manager, Avaya Modular Messaging, Avaya Session Manager and CMS.
• Duties include scripting, design, analysis, planning, implementation and troubleshooting of the services located at multi sites.
• Background in software, hardware and maintenance of the telephony systems, voicemail, VoIP technology, and carrier SIP services.
• The GIS Lead Analyst, Contact Center Engineer will be involved with the Engineering/Planning functions of a traditional voice network group, but will also take part in, and be expected to lead initiatives in the converged network world.
• The candidate will interface with various business groups and determine if and when the company can utilize and implement such enhanced technologies.
• Responsible for the engineering and development of Call Center Infrastructure Assets - including ACD, IVR, CTI, Reporting systems. The primary duties will include the design, implementation and testing of call center infrastructure solutions.
• Support the planning, design, implementation and optimization of new voice products/services. Develop, document, implement and maintain processes and procedures related to service delivery.
• Perform after hours support duties on occasion to sustain systems and service levels
• Expert in an AVAYA Call flow designs, VOIP, SIP, CMS, One X, Communication Manager and other AVAYA Contact Center Technology.
• Experience with IVR administration.
• Experience with Avaya Modular Messaging administration.
• Experience with SBC administration.
• Knowledge and experience with Avaya Interaction Center desirable.
• Strong leadership and interpersonal skills required. Strong analytical skills, experience solving practical issues and engaging teams of multiple process partners to consensus.
• SIP transport experience including SIP Toll Free, SIP Trunking and SIP DID.
• Knowledge of a SIP contact center data center technology platform.
• Strong knowledge of VoIP implementation including hard- and soft-phones.

• Bachelor’s Degree from an accredited college or university. A combination of education and experience will be considered.
• 7+ years of relevant Avaya experience
• Experience managing third-party vendors
• Experience in a multinational work environment
• Polycom Video Conferencing experience is a plus
• Endless Opportunities

As a condition of employment with Company, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation, which may also include a credit check for positions in some areas of our business.

Any

All your information will be kept confidential according to EEO guidelines.