Senior Technical Support Engineer

Role & responsibilities

Job Description

Location:- Chennai

Skill sets CM, SM, AES, SBC (Oracle & Audio code), EPM, POM, CMS, IPO and Messaging

Mandatory:

Preferable/Optional:

• Assist in integration with Voicemail, IVR, Contact Centres, Fax servers, Microsoft Teams, or SBCs (e.g., AudioCodes, Oracle).
• Handle escalated issues from Level 1 support.
• Troubleshoot Avaya telephony systems including CM, SM, AES, SBC, EPM, POM, CMS and Messaging.
• Analyse call flows, traces, and logs for diagnosing issues.
• Resolve issues related to SIP, H.323, PRI, AAFD and VoIP call failures
• Perform daily system health checks and maintenance.
• Manage user and agent configurations, extensions, VDNs, vectoring, and hunt groups.
• Maintain and administer voicemail systems (e.g., Avaya Aura Messaging, Modular Messaging). Avaya Certifications can be add on

Must having experience in Session Border Controller, (Oracle, AudioCodes and Avaya)

Job Roles and Responsibilities

Key Responsibilities

Sr. Engineer Technical Support

- Provide Level 2 support for Avaya communication platforms.

- Implementation Support on Avaya Product.

- Product Upgrade whenever required.

- Investigate and resolve voice, SIP, and system related issues.

- Perform RCA for recurring incidents.

- Escalate critical issues to L3 engineers.

Hands-on experience with:

• Avaya Aura Communication Manager
• Avaya Session Manager
• Avaya System Manager
• Avaya AES
• Avaya Breeze
• Avaya SBC
• Avaya CMS
• Avaya Experience Portal
• Avaya Oceana