Senior Telecom Engineer is responsible for supporting global telephony operations across IBEX Global’s call centers. As part of the Central Telephony team, the engineer’s responsibilities include taking lead on technical operations, ensuring uninterrupted 24/7 service delivery, evaluating and performing system changes, reviewing telephony system designs, performing integrations, minimizing downtimes, maintaining system documentation, ensuring efficient utilization of system resources and providing reports and recommendations to team management.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.oEnsuring problem resolutions and meeting SLAs.
  • Reviewing and performing telephony changes.
  • 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.

•Supporting Telephony Projects

  • Fulfilling relevant project roles as per assignments.
  • 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 adjunct applications
  • Work closely with client / team management for new an ongoing programs.
  • Support multiple platforms and expand knowledge as per job requirement.
  • Training new resources and transferring knowledge.
  • Assisting software development initiatives from telephony perspective.

•Minimum 4 to 7 years’ experience in Avaya Communications systems.

•Extensive knowledge of Avaya Aura platform including

Job Details

Industry:
BPO
Functional Area:
Total Positions:
1 Post
Job Shift:
Rotating
Job Type:
Job Location:
Gender:
No Preference
Minimum Education:
Masters
Career Level:
Experienced Professional
Minimum Experience:
5 Years
Work Permit:
Pakistan
Apply Before:
Jun 01, 2015
Posting Date:
Mar 13, 2015

ibex

BPO · More than 5000 employees - Karachi, Lahore, Lahore

'ibex.' is is a public listed company on Nasdaq. We are a people-helping company, inspired to bring about a global change in an otherwise dulled out technological world. Headquartered in Washington, D.C., ibex. has delivery locations across 30 sites in 8 countries and maintains a network of over 25,000+ employees. With its CLX platform, the company’s solutions range from handling 138 million customer interactions yearly for its clients from onshore, offshore and near-shore locations, to acquiring new customers for its clients that add $2.3 billion yearly in lifetime revenues, to deploying its Clear view platform that helps brands manage and optimize their customer experience. Emerging with its client-driven and customer-inspired approach, ibex. Pakistan has achieved the #1 Market Position in delivering the end-to-end customer experience journey to fortune 500 companies. We are among the fastest growing geographical location of ibex currently employing 6500+ employees operating from 8 centers in 3 major cities; Karachi, Lahore, and Islamabad. We offer permanent and contractual job opportunities with internal growth opportunities to striving individuals. We have among the highest female ratio and fresh graduate hiring across the industries. Our mantra is we don’t create jobs we make careers!

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