Avaya/Cisco Enterprise Voice System Expert

1 week ago

Singapore beBeeExpert Full time $124,000 - $154,000
Enterprise Communication Specialist

We are seeking a seasoned professional to lead the implementation, maintenance and optimization of our large-scale voice communication environment. The successful candidate will be responsible for ensuring maximum uptime, performance, and alignment with business objectives in our mission-critical call center and corporate IP telephony systems.

Key Responsibilities:
  • Design, implement, manage, administer, and provide advanced troubleshooting for complex Avaya Aura/Call Center and Cisco Unified Communications Manager (CUCM)/UCCX environments.
  • Serve as the primary subject matter expert for all voice communication systems supporting a call center of 100+ seats and a corporate IP telephony network for 1000+ users.
  • Perform system upgrades, patches, and configuration changes during approved maintenance windows.
  • Monitor system performance, analyze trends, and proactively implement solutions to prevent issues and ensure service level agreements (SLAs) are met.
  • Collaborate with contact center leadership to design and implement call routing strategies that enhance customer experience and agent productivity.
  • Provide Tier 3 support and guidance to the IT operations team, resolving complex incidents and problems.
  • Develop and maintain comprehensive documentation for system architecture, configurations, and operational procedures.
Qualifications & Experience (Must-Haves):
  • Minimum of 5 years of hands-on experience specifically managing and supporting large-scale enterprise Avaya and/or Cisco communication platforms.
  • Relevant professional certifications are mandatory (e.g., Avaya Certified Implementation Specialist (ACIS), Avaya Certified Solutions Architect (ACSA), Cisco Certified Network Professional Collaboration (CCNP Collaboration), Cisco Certified DevNet Professional).
  • Proven experience in supporting a high-availability call center environment with at least 100 agent seats (experience with Avaya Aura Contact Center, Elite, or Cisco UCCE/Packaged CCE is essential).
  • Proven experience in managing a corporate IP telephony system supporting over 1000 end-users.
  • Deep technical knowledge of VoIP protocols (SIP, H.323, RTP), networking (QoS, VLANs), and session border controllers (SBCs).
  • Strong analytical and problem-solving skills with a proven track record of resolving complex technical issues.
Benefits:
  • A competitive salary and comprehensive benefits package.
  • The opportunity to work with cutting-edge technology in a large-scale enterprise environment.
  • A challenging and impactful role with significant autonomy.
  • A professional and collaborative work culture that values innovation.
  • Opportunities for continuous learning and career development.

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