Avaya Aura / IT IS_CNS_Contact Center_Cisco

We are looking for an experienced Contact Center Engineer with hands-on expertise in Avaya Aura and Cisco Contact Center technologies. The ideal candidate will manage, configure, and support enterprise-level voice infrastructure, ensuring optimal performance, availability, and scalability of contact center solutions.

Key Responsibilities:

• Design, implement, and support Avaya Aura Communication Manager, Session Manager, and System Manager.
• Administer and troubleshoot Cisco Contact Center platforms (UCCE, UCCX, or CUCM).
• Manage call flows, routing scripts, IVR setups, and dial plans.
• Monitor system performance and availability; conduct root cause analysis on voice-related issues.
• Work with network, security, and application teams to ensure end-to-end integration and performance.
• Provide technical support and maintenance for telephony systems and endpoints.
• Maintain documentation of configurations and change management.

Key Skills Required:

• Avaya Communication Manager (CM)
• Session Manager / System Manager
• Avaya Experience Portal (AEP)
• Avaya Messaging / Voicemail
• SIP Trunking & Call Routing