US-based IT service vendor / Client: Insurance

• Configuration and maintenance of Avaya VoIP and Call Center infrastructure and related services such as Avaya IQ/CMS, Avaya Media Gateway, Modular Messaging, IVR solutions, CTI and Verint logger solutions.
• Evaluates and identifies opportunities for VoIP and Call Center performance and functionality improvements.
• Work with technical team to ensure that hardware and software infrastructure are maintained with latest firmware and software requirements
• Create and maintain documentation as well as procedures.

• Bachelor degree with 5-8 years relevant experience on supporting enterprises VoIP and
• Experiences on design, configuration and expansion of Avaya VoIP and Call Center solutions including Avaya IQ/CMS, Avaya Media Gateway, Modular Messaging, IVR solutions, CTI and Verint logger solutions
• Efficient in maintaining Avaya PBX products such as media servers, voicemail systems , gateways and its related circuit packs such as CLAN, MEDPRO, Xfire, VAL and DS1
• Maintaining contact center call flow using vectoring, VDN, announcements and switch programming.
• Troubleshooting skills in VoIP and Call center environment is desired
• Respond to all audit results with an action plan; implement recommended improvements to processes
• Working technical knowledge of current network hardware, protocols, and Internet standards, including (OSPF, BGP, DNS, DHCP, NTP)
• Competence with testing tools and procedures for voice and data circuits
• Good communication and presentation skills in English & Cantonese