Voice Administrator

What are the top three technical skills we are looking for?

• Avaya administration to include Moves, Adds, and Changes and incident resolution
• Carrier circuit administration to include troubleshooting, ordering, and billing
• Avaya SIP, Agent for Desktop (AAFD), CMS, System Manager

What projects / day-to-day work will the candidate be working?

• Will assist in the administration of the Avaya phone system

Preferred qualifications :

• Extensive Avaya administration experience
• Carrier circuit experience (Avaya, Spectrum, Verizon, etc)
• Interview with manager then with 2 individuals from team

Job Description :

Avaya Telephone System 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

Salary : $35 - $38