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System Engineer
3 weeks ago
We are seeking a seasoned professional to assume responsibility for the management, administration, and optimization of our large-scale voice communication environment.
In this pivotal role, you will be responsible for the design, implementation, maintenance, and enhancement of our mission-critical call center and corporate IP telephony systems, ensuring maximum uptime, performance, and alignment with business objectives.
The ideal candidate will possess in-depth technical knowledge of VoIP protocols, networking principles, and session border controllers.
Key Responsibilities- Manage and administer 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.
Minimum of 5 years of hands-on, professional 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) or 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).
Benefits & OpportunitiesA competitive compensation package and comprehensive benefits program.
Opportunities for continuous learning and career development.
A challenging and impactful role with significant autonomy.
