Network Engineer II

Network Engineer, II (Avaya)

JOB SUMMARY: We are seeking an Avaya Engineer II to assist with implementation and support of Avaya PBX based solutions in a multi-location contact center environment. The platform consists of Contact Center voice systems such as PBX, IVR, ACD, reporting systems, voicemail, call recording, call routing within the network and VoiP environment. This role will perform administration and troubleshooting activities of Avaya equipment, vendor activities and circuit provisioning. This person must become acclimated to the company’s applications, telecommunication systems, VoiP integration, and is able to manage changes within the environment and its effect to related cross-project initiatives.

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills )

The primary responsibility for this role is maintain, and support Avaya’s latest versions of CM, SM, CMS, AES, and voicemail are required. Knowledge of call recording, workforce management, and reporting solutions would be a plus.

Job Requirements

Knowledge of Avaya Systems include but not limited to Communication Manager, System Manager, Session Manager, Call Management System, Avaya Workplace Client, and Agent Desktops are a must. Having a good working knowledge of Systems and protocols such as Session Initiation Protocol (SIP), Session Border Controllers, Avaya ACD Routing, Experience Portal, Proactive Outreach Manager, Callback Assist, Avaya IX Attendant, AES, Avaya/Verint ACR, AQM, WFE, Scorecard, Customer Feedback, DPA, and Speech Analytics, and demonstrated knowledge of working within a VM environment, are a plus.

• Demonstrated personal computer skills (i.e., Word, Excel, Visio, etc.).
• Basic understanding and ability to navigate Window OS and RedHat Linux environments.
• Collaborate with Engineers from other IT organizations (e.g., Application Services, VM team, Compute, Field Ops, etc.).
• Effective oral and written communications skills with the ability to convey complex technical issues in business terms.
• Self-motivated with the ability to effectively manage multiple project responsibilities simultaneously.
• Team-oriented with a strong work ethic.
• Ability to build relationships, to communicate and work with all levels of management, vendors, and other internal and external groups and customers and exhibit positive influence at all levels.
• Ability to effectively organize tasks, manage multiple priorities/details, meet schedules, and deliver on customer commitments
• Ability to build relationships and work in a team atmosphere
• Ability to provide and accept feedback
• Strong analytical and troubleshooting skills
• Professional oral and written communication skills
• Strategic thinker who can embrace, influence, and lead change.
  
  

Competencies

• General knowledge of Southern Company’s core business
• General knowledge of information technologies (those currently used within the system and new technologies)
• General knowledge of IT infrastructure components
• Understand engineering/analysis/design discipline and methodology
• Ability to effectively organize tasks, manage multiple priorities/details, meet schedules, and deliver on customer commitments
• Ability to negotiate with and influence others – internally as well as vendors
  
  

Major Job Responsibilities

• Responsible for supporting the design and implementation, of the Avaya telephony infrastructure relating to data/voice communications equipment.
• Responsible for proactive administration, analyze, troubleshoot, and resolve telecommunications systems and circuit issues in a timely manner. This includes managing vendors and communicating status to management.
• Responsible for participating in planning, design, implementation, and management of projects that may include new locations, onboarding new customers, and deploying new technologies across the network.
• Responsible for development of and compliance with contact center system standards including documentation, product, lifecycle plans, and design packages.
• Responsible for developing and participation in the successful completion of Contact Center Technology initiatives and Information Technology initiatives.
• Responsible for providing primary maintenance (reactive, preventative, and quality assurance) support related to the identified voice and contact center equipment at specific Southern Company locations.
  
  

Education/Experience

• Bachelors in Computer Science or an Engineering field strongly preferred; (10) years of relevant technical experience is an acceptable substitute related work experience in the assigned function of Contact Center platform, & VoIP technologies.
• 8 years’ experience providing engineering and/or support for, VoIP, Telephony, Contact Center, and operations in an enterprise environment.
• Hands on experience with voice applications – Dial Plans, Call Routing, SIP troubleshooting, Voicemail, Recording and Monitoring.
  
  

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 9848

Job Category: Information Technology

Job Schedule: Full time

Company: Southern Company Services