Bachelor's degree from an accredited college or university or equivalent experience
Master's degree preferred
Certified in one or more of the following, or certifications similar in nature -Nortel CS1000/Avaya CS1000; Nortel Callpilot/Avaya Callpilot; Nortel Symposium/Contact Center/Avaya Aura Contact Center; Cisco Certified Network Associate (CCNA)
5+ years related experience
Must possess familiarity with the following systems: Avaya CS1000, Avaya Callpilot, Avaya Aura Contact Center. Candidate will be required to demonstrate their ability to program on these systems and to discuss these systems technically before being considered for the job.
Possess knowledge of commonly-used concepts, practices and procedures within the field of telecommunications. Able to work independently or as a team member. Able to work on multiple tasks and is expected to demonstrate creativity when presented with complex tasks.
Knowledge of telecommunications technologies, including but not limited to IP PBX, ACD, IVR, WFM, VoIP, SIP, PRI/DS1/DS3, DID, TFN, DNIS, call recording, voicemail, Windows and Linux operating systems, networking protocols, SSH, DHCP, SFTP, TFTP, RTP, UNIStim, NAT, IPv4 and similar Telecom/Data services.
Basic cabling skills, including but not limited to punching down cross connect to punch blocks, CAT5 cabling, power cabling, and other similar cabling skills. Must be able to trace cables.
Possess experience with telecommunication systems administration and programming.
Responsible for adhering to established safety standards
Must be able to remain in a stationary position for an extended period of time
Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
Work is constantly performed in an office environment
Performs other duties as may be assigned by senior management.
Additional familiarities desirable but not required: Telstrat Engage, AMC Technologies Contact Canvas, ActFax, Pipkins WFM, Siebel CRM, Cisco Communication Manager, Cisco Unity, Cisco UCC, Cisco Finesse, Windows Server 2008/2012, Windows 7, Active Directory, Red Hat Enterprise Linux, Cloud based services.
3 years in a lead/SME capacity preferred
Possess experience supporting multiple site environments.
Possess experience working with commercial telecommunications service providers and telecommunications manufacturers and support vendors.
Ability to perform in a fast-paced, deadline-oriented work environment.