Infrastructure Solutions Architect 4
Infrastructure Solutions Architect 4
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Job Description
Main responsibilities
Discovery and Documentation
Discover the existing Avaya voice environment including but not limited to the existing on premises equipment teleworkers and call center.
Map all integrations to and from the Avaya platform
Capture all contracts and costs associated with the Avaya platform
Create and maintain all appropriate documentation and reporting
Operational Support
Ensure appropriate monitoring and alerting of the existing environment and integrations
Manage system patching upgrades and proactive resolution of service issues.
Track and validate call quality and appropriate service levels
Receive escalations regarding the communications platform and coordinate with vendor account execs and Business Support groups for Tier III support.
Manage complex VoIP and video conferencing issues ensuring high availability.
Perform analysis diagnosis and resolution of complex communications problems for a variety of end users and recommend and implement corrective solutions
Troubleshoot daily telecomrelated issues in the areas of desk phones call center applications mobile devices and data voice ports
Manage Voice and video services operations collaborating with crossfunctional teams.
Strategy and Planning
Assist in developing longterm strategies and capacity planning for meeting future cloudbased communications and collaboration needs.
Gather requirements for future solutions (especially within the call center space)
Research options for future cloudbased communications and collaboration solutions.
Map requirements to best practices solutions and feature sets available in the space
Recommend design and integration options for the future platform that optimize workflows and minimize nonproductive time spent on calls (e.g. screen pop functionality to bring up information in a timely manner)
Assess the potential future creation of an omnichannel call center vision and the strategy and roadmap to realize it.
Employment Type
Full Time
Key Skills
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