Job Summary

This role is responsible for overseeing the operational management of complex and large-scale Avaya voice environments, ensuring high availability, performance, and compliance with client service level agreements. The individual drives continuous process improvements, leads technical teams, and implements innovative solutions to enhance voice network operations and client satisfaction.

Key Responsibilities

1. Oversee Avaya Voice infrastructure operations by leveraging advanced knowledge of Avaya Communication Manager, Session Manager, and related network voice technologies to ensure high availability and optimal performance.
2. Lead incident and problem management using Avaya diagnostic tools and network monitoring platforms, driving timely root-cause analysis and resolution for critical voice service issues.
3. Drive process improvement initiatives by analyzing operational workflows and implementing automation or optimization within Avaya voice support environments.
4. Mentor and guide support teams in the use of Avaya and network voice technologies, providing technical leadership and ensuring adherence to best practices and client SLAs.
5. Collaborate with internal stakeholders to translate complex client requirements into actionable operational plans, utilizing Avaya reporting tools for management reporting and service level monitoring.
6. Innovate and introduce new solutions or enhancements within the Avaya voice ecosystem, aligning with organizational objectives for process development and service excellence.
7. Ensure compliance with security and regulatory standards in all voice network operations, including vulnerability assessments and remediation using Avaya security frameworks.

Skill Requirements

1. Excellent Understanding Of Voip Protocols (Sip, H.323), Call Routing, And Voice Infrastructure Troubleshooting.
2. Advanced Skills In Avaya Call Recording, Reporting, And Monitoring Tools.
3. Strong Command Of Incident Management, Problem Resolution, And Change Management Processes In LargeScale Enterprise Environments.
4. Excellent Leadership, Mentoring, And Communication Skills For Team Empowerment And Stakeholder Management.
5. InDepth Knowledge Of Itil Or Similar Service Management Frameworks As Applied To Network Voice Operations.

Other Requirements

1. Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS) certification is highly recommended.
2. ITIL Foundation certification is optional but valuable