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Associate Experience: Hear from Veterans of the Armed Services

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Requisition ID R-10248300 Date posted 03/21/2022 City Alpharetta State/Region Georgia Country United States Additional Locations Berkeley Heights, New Jersey; Coral Springs, Florida; Frisco, Texas; Hagerstown, Maryland; Omaha, Nebraska

Voice Network Engineer II – Avaya / SBC

You will be responsible for the daily operation of all Avaya telephone equipment including CM, voicemail, CMS and adjuncts. Provides technical support and maintenance for new or existing telecommunications services. Provide leadership on projects by working with team members and internal customers. Create documentation, procedures, checklists and project plans as required by assignment. Assist management by providing recommendations for future projects and budget planning. Will also provide expertise to administer and maintain system changes, upgrades and patch management as required for stable and secure platforms.  Provides day-to-day support, ticket management, troubleshooting, change management and overall support of the VoIP network.  Additionally, the Avaya call center environment is in process of migrating to a Genesys voice platform. .  Must be eager to take on new challenges, build and increase skills and strong ability to research and figure things out.

Primary Responsibilities

  • Day to day support and management of the Avaya platforms and adjuncts
  • Monitor, operate, install, and maintain telecommunications solutions and equipment through daily health checks and monitoring of Prognosis dashboard.
  • Troubleshooting of hardware, software, or circuit issues to ensure system performance
  • Strong troubleshooting skills and ability to gather call traces and analysis for issue resolution
  • Daily systems review to monitor capacities, alarms and overall health
  • Perform telecom network software installations, updates, patching and maintenance of the various platforms
  • Ticket management – requests, break fix, enhancements
  • Consult with end users to gather, requirements for requests or projects and determine best solution within platform capabilities
  • Recommend, develop, and implement solutions based on business requirements
  • Performs monthly / quarterly maintenance on current IP and legacy platforms – CMS, VoiceMail and adjuncts
  • Provides support to other teams on change tickets, monthly Windows patching and as required for troubleshooting efforts
  • Maintain call detail reporting systems for company and assist users with reports and support on investigations as necessary
  • Perform call management functions including re-routing of calls as necessary due to business requirements or emergencies or implementing business continuity / Disaster Recovery plans
  • Plan and conduct annual DR tests from primary CM to ESS as well as voicemail and CMS DR testing
  • Coordinate with telecommunication carriers and service providers to ensure system performance and support, including escalation of trouble tickets.
  • Work with provisioning team to implement, and maintain voice circuits per solution design and aid in keeping organized and accurate records for all circuits with associated numbering schemes.
  • Coordinate with provisioning team and carriers any disconnections of circuits and keeping Finance in the process
  • Configure and maintain patch panels, and various analog, digital, and VoIP signaling systems
  • Able to provide after hours and weekend support for planned upgrades / maintenance and emergencies
  • Create, maintain and update accurate technical documentation
  • Participate in on call rotation for support of issues and business continuity

Basic Qualifications for Consideration:

  • 5+ years of relevant Voip experience
  • High School Diploma/GED
  • Advanced skills with Avaya (CM, SM, SMGR CC Elite, CMS, AES, AM, SIP, H.323 etc.) along with knowledge of CDR and call center technologies (Genesys IVR / CTI). 

Preferred Skills For Consideration:

  • Expertise and support in Genesys and Oracle SBC’s a strong plus
  • Associates or Bachelor’s Degree

Learn more about Fiserv: Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

We welcome and encourage diversity in our workforce. Fiserv is an equal opportunity employer/disability/vet

In order to protect our Fiserv community, Fiserv requires all newly hired employees in the United States to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.

This role is not eligible to be performed in Colorado
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