Technical Lead

Location : Philippines

Experience : 10+ years

Role : Permenant

Work Model : 5 days Work Office

• 10+ years experience supporting enterprise voice, unified communications or contact centre environments, including strong Avaya Aura experience.
• Proven Level 2/3 support experience in complex, multi-customer managed services environments.
• Experience with major incidents, customer escalations, production changes and vendor management.
• Sound understanding of ITIL incident, problem, change and service management practices.
• Excellent English communication skills with confidence engaging customers, vendors, technical teams and senior stakeholders.
• Relevant Avaya, ITIL, networking, Microsoft, VMware or Genesys certifications preferred; equivalent experience considered.

Skills:

• Avaya Aura CX and Genesys CX
• Session Manager and System Manager
• Contact Center Elite
• Avaya SBC and media gateways
• CMS reporting
• SIP, H.323 and RTP
• Vectors, VDNs and call routing
• Avaya logs, traces and call-flow analysis
• Carrier SIP trunks and integrations
• Enterprise networking fundamentals
• Linux, Windows and VMware
• Backup, recovery and high availability