lahore

Senior Telecom Engineer

Education criteria:

  • Engineering graduate or BS/Master degree in IT or Telecom.
  • Certification or Trainings in Avaya (preferred)
  • Additional courses in Telephony / VoIP (Plus)

Professional criteria:

  • Minimum 4-7 year experience in Managing and Implementing Avaya ACD/PBX/VoIP systems and its integration with 3rd party platforms (Must).
  • Minimum 4-7 years’ experience on Avaya Aura CM, AES, Session Manager, ASBC, Messaging, ACCCM, EMC. ACD/Telephony/VoIP field (Must).
  • Knowledge and Hands-on in Implementing/Supporting Avaya Voice Platform in multi-site and multi-tenant environment.
  • Extensive working experience of DR Solutions within Avaya Platform.
  • Minimum 2-4 years supervisor / team lead experience to manage resources in shift efficiently.
  • Minimum 2-4 years’ experience in Telephony Projects planning and scoping to develop a design.
  • Concept knowledge and understanding of Project Management.

Required Skills

  • Strong English speaking and written skills (Must)
  • Ability to understand telephony terminologies.
  • Ability to work with Teamwork.
  • Able to work extra hours than the shift time in order to finish assigned tasks
  • Able to work in a 24/7 environment with different shifts (Must)
  • Flexibility and availability for working any time of day and any day of week (bulk of the work will be during night time)
  • Ability to relate to all levels of staff and management.
  • Good reasoning abilities and sound judgment.
  • Well-developed administrative skills.
  • Ability to create a harmonious team atmosphere and interact respectfully in a calm and professional manner.

Key performance indicators

  • Quality of work
  • Punctuality
  • Quantity of work
  • Issues resolution time
  • Customer interaction skills
  • Performance on projects assigned
  • Working liaison with peer team members
  • Flexibility in terms of work hours

Responsibilities

Responsible for the minute-to-minute management of Avaya PBX / ACD and its integrated platforms for the entire enterprise, including but not limited to:

Leading Telephony Operations

  • Providing level 2/ level 3 support to all operational issues related to Avaya Aura and its integrated platforms.
  • Acting as POC for daily telephony issues and concerns.
  • Ensuring problem resolutions and meeting SLAs.
  • Reviewing and performing telephony changes during shift.
  • Tracking daily tasks and change requests and taking ownership.
  • Performing daily / weekly / monthly system maintenance tasks and minimizing downtimes.
  • Providing guidance to other team members for technical issues.
  • Coordinating with other technical teams, client services, carriers and vendors.
  • Ensuring efficient utilization of Telephony switch resources.
  • Completing RCA (root cause analysis) for incidents and outages.
  • Providing recommendations for continuous system improvement.
  • Preparing and maintaining accurate system and client documentation.
  • Highlighting production risks and steps needed to take care to keep up with uptime.

Supporting Telephony Projects

  • Fulfilling relevant project roles as per assignments.
  • Able to plan tasks on a certain project based on the telephony scope.
  • Highlighting risks in performing those tasks for better planning.
  • Reporting and flagging Project impacts to stakeholders.
  • Representing team in enterprise projects as Telephony SME.
  • Managing internal team projects as per assignment.
  • Meeting project milestones / deadlines.
  • Providing daily / weekly status reports for on-going projects.

Other duties

  • Review Integration designs with different Routing and Reporting applications
  • Work closely with onshore and team management for new an ongoing programs and platform level changes.
  • Support multiple platforms and expand knowledge as per job requirement.
  • Training new resources and transferring knowledge is Must.
  • Assisting software development initiatives from telephony perspective.
  • Able to provide support or coordinate with on-duty resource during weekends or afterhours.
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lahore

Plot No. 07, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

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