AT&T-Sr Specialist-Network Support Job Details

A mid-level technical position providing tier-two support in a Mobility Call Center environment for Avaya and associated CTI platforms within the networked Mobility Call Center environment. Certifications required in G450, G650, G860 and S87XX, S88XX converged server platforms as well as all Mobility Call Center specific systems. The position responsibilities will include supporting all aspects of the converged infrastructure including: Avaya PBX/server installation, software licensing and administration, maintenance, equipment tracking and support of various Avaya and adjunct call center systems. Also inclusive is support of Cisco network and terminating equipment. This could include installing, servicing, and maintaining of various hubs, switches and routers. This employee will also facilitate outage management of converged platform /network problems/issues to appropriate vendors, carriers, and/or internal Mobility NCCO/TCCS team groups.

Successful candidate will be able to provide immediate response to service or customer affecting problems. Candidates must be able to work well in an unsupervised environment and provide demonstrated unparalleled customer service and a track record of outstanding decision-making abilities. Must have the ability to collaborate with a wide array of technical, internal and vendor resources to meet customer requirements and stringent service commitments.

Successful candidates will posses a minimum of 10 years Mobility call center end user and Avaya system support relating to the G450, G650, G860, AES, S87XX-S88XX, IPSI servers, system installation, administration and maintenance of associated telephony and network equipment and peripherals. This is inclusive of performing daily proactive monitoring and high-level troubleshooting as relates to the Mobility Call Center platforms and converged network infrastructure . Responsible for acquisition and disconnection of telephony equipment and network services through knowledge of all internal Mobility systems. This includes the ordering, disconnecting, audit and tracking of related voice services/networking with multiple telecommunications providers.

Responsible for the requirements, testing, planning & implementation of Avaya specific software, hardware & applications relative to new and embedded product delivery, Mobility call center systems architecture, process enhancements, platform infrastructure and security. Participates in software development project activities which may include technical/business design requirements and technical writing including Methods & Procedures. Will assist in the coordination, evaluation and partnership with technology vendors, outside consultants and internal dotted line resources as needed. Works as part of a 24X7 staff to deliver network technical support to address escalations. Provides the technical troubleshooting and leadership skills required to recover from the most complex network or hardware problems in real time to restore service. Identification of root cause, resolution, work arounds, testing & implementation of vendor / IT fixes or design changes. As sa ubject matter expert works closely with business partners to identify and quantify business issues associated with specific projects, develop and implement business strategy, and assist in setting strategic technical direction in support of customer facing organizations. Review and approve proposed technical systems designs to insure business requirements are met. May assist in providing leadership for projects, including such activities as collaborating with the client to develop or define business and/or technical requirements and preparing detailed plans and schedules. May lead cross-functional teams on specific issues &/or projects. May review and interpret technical documentation and vendor specifications for inclusion / adaptation into database templates. Will perform work at customer location only.

Nature of Contribution- Developing technical professional with considerable platform specific experience. Completes moderately complex work within a discipline or specialty area. Contributes to the development of concepts, methods and techniques.



Knowledge - Has expanded technical knowledge in own discipline/ specialty area. Applies broader knowledge of discipline / specialty area standards to work assignments. Sound understanding of specific AT&T/Avaya technologies, systems and procedures.

Analysis and Problem Solving - Identifies platform problems and issues. Solves non-routine problems by independently applying judgment to established analysis and standard approaches. Integrates and evaluates multiple factors to develop creative and practical solutions.

Independence - Guided by project and work deadlines; sets own priorities. Uses discretion to complete assignments, independently applying knowledge of technical practices and specialty area standards. Independently completes assignments and participates in projects of diverse scope.

Contribution to AT&T Technology - Supports technology initiatives normally as part of a larger project. Works on development of new Avaya call center technologies or maintenance of existing technologies. Contributes to milestone completion of applicable projects.

Communication- Exchanges complex technical information to all levels of leadership and outage support teams. Provides training and guidance to others in work area by breaking down information in a systematic and logical manner. Cultivates good working relationships with peers. customers and leadership

This position may be responsible for contributing to AT&T's compliance with environmental laws and regulations as applicable to the job function. This may include, but is not limited to, work related to fuel tanks, emergency and stand-by generators, boilers, hazardous waste, hazardous materials, batteries, equipment rooms and vaults, and other applicable construction projects.

Required Certifications: Avaya Certified Network Associate

Avaya ACA Certification

Avaya ACT Certification

Avaya Multivantage Certification

Avaya CM 5.0 and 6.0 Certification

Communication Networking and SIP

Certification

Avaya RFA and PLDS

Required Qualifications -

Desired Qualifications -