Architect engineer

About

We are seeking a skilled Systems Architect to provide technical and administrative support for our Enterprise Foundational Services, specifically for the Telephony Voice Services Team. The contractor will manage ongoing support, configuration, and administration of our telephony infrastructure, which includes Avaya and Nortel PBX systems, VoIP services, and call center platforms. This role offers an annual salary range of $135,000.00 - $155,000.00 and requires in-person collaboration.

Requirements

• 4 years of experience in programming, supporting, and troubleshooting Avaya, Nortel PBX, and Mitel key systems
• 3 years of direct customer service experience
• 4 years of configuration expertise for phone stations, including extension assignments, ACD, call center features, and administration
• 4 years of experience collaborating with Local Exchange Carriers (LEC) and telephony service providers
• 4 years of experience managing Caller Line ID (CLID) assignments and maintaining accurate 911 location information with LEC
• 4 years of experience providing telephony and data wiring support, including fiber optics
• 4 years of experience addressing customer work requests and resolving issues using an enterprise CRM system (Cherwell knowledge preferred)
• 4 years of hardware and firmware knowledge related to Private Branch Exchange (PBX) systems
• 4 years of experience with Quality of Service (QoS) allocations for voice and video service protocols

Responsibilities

• Offer feature programming recommendations for customers utilizing the CCOC campus phone system
• Execute feature programming for end devices and Avaya or Nortel phone systems
• Maintain the 911 registry for the CCOC campus phone system
• Integrate Voice over IP (VoIP) services and troubleshoot to resolve service issues
• Design and configure custom voice menu trees and IVR options to meet customer demands, then test and deliver for approval
• Set up customer menu trees within the phone systems messaging platform
• Create tailored call-forwarding configurations for interfacing with Poison Control and other response call centers
• Implement changes and updates to Avaya Aura voice messaging boxes
• Process configuration adjustments for the Avaya Contact Call Center and Aura software
• Handle customer service request tickets and phone inquiries for new voice-related services for the Avaya and Nortel CCOC campus phone system, voice messaging, call center agent phones, and response rooms
• Manage customer tickets and phone inquiries to perform phone station moves, additions, and changes (MACs) for CCOC phone system users
• Support Department video conferencing services SIP telephony interface trunk for audio calls with external participants