Job Description

Urbana Maryland Job Description:

• Establish and maintain voice and data networks by configuring features, interfaces, and integrations in alignment with industry standards.
• Activate and manage remote access tools for telephony systems.
• Verify service functionality through circuit testing, equipment reprogramming, and alarm validation troubleshoot and resolve issues in collaboration with engineering teams.
• Document telecom network configurations, including diagrams and programming details.
• Maintain system integrity by diagnosing outages, testing backup procedures, and updating documentation.
• Administer Avaya phone systems, including call vector design, testing, troubleshooting, and voicemail management.
• Respond to and resolve Service Desk escalations related to voice adds, moves, and changes across Avaya, Uptivity, TASKE, and AWS Connect platforms.
• Monitor and document system usage, licenses, and perform regular audits and cleanups.
• Manage tasks and incidents through HEAT ticketing system and Agile Sprint tracking.

Requirements:

• Strong experience in configuring and managing Telephony Systems.
• Proficiency in Avaya Call Manager, System Manager, and Voicemail Systems.
• Hands-on experience with NICE Uptivity for call recording and screen capture.
• Familiarity with TASKE Reporting tools.
• Exposure to Cisco, secure telephone, and video communication technologies.
• In-depth knowledge of telecommunications technologies and Avaya PBX systems.
• Experience administering Avaya Unified Communications environments.
• AWS Connect configuration and administration expertise.
• Ability to program voice and data telecommunications network circuits and equipment.
• Understanding of business continuity and disaster recovery strategies.
• Experience in designing and optimizing telephony networks.

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