VoIP/Contact Center Support Engineer
Job Description:
HP is a leading global provider of products, technologies, solutions and services to consumers and business. The company’s offerings span IT infrastructure, personal computing and access devices, global services, and imaging and printing. Our $4 billion annual R&D investment fuels the invention of products, solutions and new technologies so we can better serve customers and enter new markets. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers.
HP IT is undergoing an exciting transformation which includes refreshing IT technologies to a converged environment. The transformation requires a candidate that will be comfortable in a dynamic environment and can support change.
This VoIP/Contact Center Support Engineer position is in Global Telecom Operations of HPIT. The team is responsible for providing remote operational support of multi-platform telephony-related technology for the general office and contact center environments in the Americas. The Analyst will participate in and/or lead efforts related to the transformation of legacy solutions to next generation Avaya IPT solutions. In addition, manage day-to-day delivery of Voice services (PBX, VM, IPT, and Carrier Network) to ensure adherence to defined service levels. The Analyst will be involved in diagnosis and problem resolution related to supported services.
Responsibilities include but are not limited to the following,
Expedite new core infrastructure knowledge transfer from engineering teams to operational support team.
Design and implement operational support models for new and transformed environments.
Troubleshoot difficult or complex customer telephony problems using knowledge, tools and resources by coordinating vendors and appropriate IT resources in the problem resolution process. Problems may span across multiple sites, organizations, and technologies.
Investigate, recommend, and deploy service support tools.
Monitor and report metrics for effectiveness of support services to include, service availability, infrastructure capacity and service levels.
Manage service interruptions/outages in a timely manner by working with IT resources, vendors and customers. Prepare and disseminate incident notifications during and final resolution to appropriate individuals.
Particpate in projects with end-users and engineers to implement and test solutions.
Collaborate with HP/Avaya Engineers and coordinate with corporate network staff
The successful applicant will need to demonstrate 7 years of large Avaya voice systems implementation, troubleshooting and support. In addition, the individual should possess solid working knowledge of IP Telephony, Unified Messaging and Contact Center deployments.
Bachelor’s degree in computer science, information systems or equivalent experience
Avaya Definity and Communication Manager Certification
Working knowledge of Avaya Communication Manager (S87XX, S85XX, S83XX, G700 series), Intuity, Octel and Modular Messaging
Strong knowledge of Voice infrastructure (wiring, cabling, add, move, change configurations, T1 / T3, local access, etc)
Seven years or greater experience implementing and supporting Avaya TDM and IP based Enterprise level systems
Experience in data networking environment
Superior troubleshooting skills
Available for flexible working schedule, which includes limited travel and 24/7 shift coverage
Contact Center support and implementation experience highly preferred
Highly-motivated, innovative person with analytical, problem solving, organizational and interpersonal skills with the ability to adapt to changes and new technologies
Ability to work under minimal supervision and ability to understand and complete delegated tasks.
Experience in project management is desirable.
Good knowledge of the business workings and functions.
How to apply:
http://h10055.www1.hp.com/jobsathp/