Expert Voice Communication Systems Administrator

2 weeks ago

Singapore beBeeCommunications Full time

Job Description

As a seasoned Communications Specialist, you will oversee the management and administration of our large-scale Avaya and Cisco voice communication environment. Your expertise will be pivotal in ensuring seamless operations and delivering exceptional customer experiences.

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Key Responsibilities:

  • System Management: Manage, administer, and provide advanced troubleshooting for complex Avaya Aura/Call Center and Cisco Unified Communications Manager environments.
  • Subject Matter Expert: Serve as the primary subject matter expert for voice communication systems supporting call centers and corporate IP telephony networks.
  • System Upgrades: Perform system upgrades, patches, and configuration changes during maintenance windows.
  • Performance Monitoring: Monitor system performance, analyze trends, and implement solutions to prevent issues and ensure service level agreements are met.
  • Collaboration: Collaborate with contact center leadership to design and implement call routing strategies that enhance customer experience and agent productivity.
  • Tier 3 Support: Provide Tier 3 support and guidance to IT operations teams, resolving complex incidents and problems.
  • Documentation: Develop comprehensive documentation for system architecture, configurations, and operational procedures.
  • Technology Evaluation: Evaluate new communication technologies and make recommendations for continuous improvement.
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Qualifications & Experience (Must-Haves)

  • Enterprise Experience: Minimum of 5 years of hands-on experience managing and supporting enterprise Avaya and/or Cisco communication platforms.
  • Certifications: Relevant professional certifications are mandatory (e.g., Avaya Certified Implementation Specialist / Avaya Certified Solutions Architect or Cisco Certified Network Professional Collaboration).
  • High-Availability Call Centers: Proven experience in supporting high-availability call center environments with at least 100 agent seats.
  • Technical Knowledge: Deep technical knowledge of VoIP protocols, networking, and session border controllers.
  • Problem-Solving Skills: Strong analytical and problem-solving skills with a proven track record of resolving complex technical issues.
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