Voice Administrator, Avaya

Location: San Antonio, TX
Salary: $25.00 USD Hourly - $30.00 USD Hourly
Description: Our client is currently seeking a Voice Administrator, Avaya

This job will have the following responsibilities:

• ***Contact Center experience is key! This is the most important team within Frost. (Building call queues, understanding work flows, etc)***
  
  Project Details:
  
  Modernize Call Routing Platform (Integrate MS Teams) project.
  
  Will assist in the administration of the Avaya phone system
  
  Soft Skills:
  
  Not a job hopper, tenure 2 years in each company
  
  Someone coming from a financial industry with a large call presence
  
  Strong oral and written communication
  
  The candidate takes initiative and is detail oriented - actively monitors ticket queue and follows through with minimal supervision.
  
  Responsibilities:
  
  Moves, Adds, and Changes (MACs)
  
  Process user and phone setup changes in the Avaya system to include extensions, voicemail, call routing - coordinating with internal customers for scheduling and implementation
  
  Track and prioritize multiple tasks, completing 30 requests daily
  
  With minimal direction support Avaya AAFD users using Avaya System Manager
  
  Incident Management & Troubleshooting
  
  Investigate and resolve issues related to Avaya phone systems to include call quality, connectivity, and feature-related problems
  
  Escalate complex issues to higher-tier support if needed
  
  Maintain accurate and detailed ticket updates in ServiceNow
  
  Proactive Task & Queue Management
  
  Take initiative in managing and keeping the task queue clean
  
  Ensure tasks are addressed and closed quickly while maintaining quality
  
  Verify that issues are fully resolved to prevent repeat tickets
  
  Continuously monitor ticket backlog and work proactively to reduce open requests
  
  Technical Skills & Tools
  
  Strong knowledge of Avaya telephony systems and day-to-day ticket handling
  
  Proficient in Microsoft Excel, including pivot tables and lookup tables
  
  Experience documenting and tracking work in ServiceNow or similar ticketing systems
  
  Basic knowledge of Microsoft Teams Calling is a plus
  
  Requirements:
  
  4 years with administration of the Avaya phone system
  
  4 years experience with carrier circuit administration (Avaya, Spectrum, Verizon, etc) including troubleshooting, ordering, and billing
  
  4 years Avaya administration with Moves, Adds, and Changes and incident resolution
  
  4 years Avaya SIP, Agent for Desktop (AAFD), CMS, System Manager experience
  
  Interview Process

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