Job Summary

The Voice Support Subject Matter Expert plays a critical role in ensuring the timely resolution of escalations and incidents within the Avaya Voice system. This position is pivotal in maintaining quality compliance with SLAs while driving customer satisfaction through proactive engagement and effective communication with key business stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents In The Avaya Voice System, Adhering To Agreed Slas And Quality Standards.
2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Team Performance And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Standards While Actively Participating In Capacity Planning For Voice Operations.
4. Actively Participate In Customer Meetings To Gather Feedback, Address Concerns, And Drive Positive Customer Satisfaction Related To Avaya Voice Services.
5. Conduct Thorough Validations Of Analyses, Such As Root Cause And Trend Analysis, And Prepare Performance Reports For Presentation To Key Business Stakeholders, Facilitating Informed Decision-Making.

Skill Requirements

5 to 10 years of Voice and/or VoIP technical support experience. Deep understanding on how different Voice solutions are integrated. Have good understanding on products like Retail VoIP, Enhanced Toll-free services, XO VoIP, Webex Calling, VoIP MACD Understand how Cisco Web-ex, Global IP Connect, Genesys Contact center  and VZ Global conferencing interact with  VoIP/IP Toll Free, PSTN and Verizon PIP cloud networks works. Have good understanding and knowledge on IP Trunking , IP Integrated Access, IPTF Term, TDM Voice products, SBC. Understanding on MPLS deployments connecting to PSTN and understanding on major components like PIP & IDA SBC, BSAS/BSNS, NS/RS, Sonus DSCIP, CS2K, C20/G9, OCCAS, Sonus NBS gateway. Good understanding on VoIP call flows like Inbound Call path, Inbound Call path with SIP ladder, Registered User Inbound & Ou

Other Requirements

• 5 to 10 years of years of Telecom Voice and services experience.
• Must have expert level knowledge and experience managing all TDM Domestic, International & VoIP/Voice switching systems.
• Very good knowledge and experience of all Voice International switches like DMS100, DMS250, DMS500, CS2K/PVG, DEX600, SONUS, 5ESS (class 3 and 5), C20/G9, Siemens/EWSD, Ericsson AXE.
• Good knowledge of Local POTS lines, ISDN PRI, Metro Private line, Frame Relay, Channel Banks, Multi-Point and Ringdown circuits.
• Knowledge of 911 services, knowledge of all order entry and provisioning systems.
• Expert knowledge of technologies such as OSI model layer 1-7 troubleshooting, SIP, SS7, IP routing protocols, ISDN PRI, Local and LD voice switch/network including DS-0, DS-1, and DS-3 Bandwidth circuits.
• A very good understanding of call flow routing and translations over carrier international networks, International Toll Free, Advanced IP Toll Free Routing (ATF), Digital Voice, Wireless, Conferencing, International IDDD, and International Toll Free, as well as other Repair Center products.
• Experience troubleshooting issues include but not limited to, poor call quality, call completion failures, call routing, feature interoperability and connectivity issues across CPE, Sonus SCIP, VoIP Public, Private, International and PSTN networks.
• Strong technical background in the TDM and VoIP voice and data technologies
• Preferred areas of configuration and troubleshooting technical proficiency include: OSI model layer 1-7 troubleshooting, SIP, SS7, IP routing protocols, ISDN, Frame Relay/MPLS/ATM, Local and LD voice switch/network including DS-0, DS-1, and DS-3 Bandwidth circuits.
• Functional knowledge of specialized diagnostic tools (packet capture/protocol analysis devices), SIP protocol, firewalls, session border controllers and PSTN call flow/routing features is strongly desired.